Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Polesworth & Dordon Group Practice

on 11 July 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There were clear processes and procedures to ensure patients were safe and an effective system in place for reporting and recording significant events. They were fully reviewed at every staff meeting.

• Feedback from patients about their care was highly positive. We received 26 completed comment cards with entirely positive comments.

• Same day appointments All patients we spoke with and those who completed comment cards before our inspection said they were always able to obtain same day appointments.

• The practice reviewed the needs of the local population and made appropriate changes when necessary. For example, changes to the staffing policy were made so staff could be interchangeable between locations to ensure adequate staffing was available in times of unexpected high demand.
• Patients’ needs were assessed and care delivered in line with current guidelines. Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.
• Patients told us they said they were treated with dignity, respect and compassion. Patients were involved decisions about their care and treatment.
• The practice had strong clinical and managerial leadership and governance. Following a period of difficulty and change 12 months ago, the practice had strengthened its management and redefined lead roles to provide greater clarity and effectiveness.
• Information about how to complain was available and easy to understand. The practice received very few complaints from patients and reviewed complaints to ensure lessons learned were not repeated.
• Risks to patients were assessed and well managed.

However there were areas of practice where the provider should make improvements:

• The practice should ensure they continue to adhere to the staff training and action plan.

• Review the procedure for patients collecting controlled drugs to ensure signatures are obtained when required.

• The practice should continue to closely monitor patient satisfaction results to ensure further improvements are made.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

In order to target our inspections effectively we continually gather information about services. Before this inspection we reviewed the data held following a national patient survey. We also looked at the information held on NHS Choices. During the inspection we spoke with ten patients, five staff members, a GP and the practice manager.

The information we received told us that generally patients were not satisfied with the appointment process at the surgery. Some patients had reported that their preference would be to book an appointment to see a chosen GP. Some patients did not always feel they had been treated respectfully.

Staff must be appropriately supported, trained and supervised in delivering care and treatment to people who used the service. Staff told us they had annual appraisals and that training was available. This including training in protecting vulnerable adults and children. All of the staff we spoke with said they felt supported in their role.

Systems were in place to ensure medicines were handled safely and dispensed as prescribed by a GP.

Quality monitoring systems were in place at the practice. Patients were invited to comment on the quality of the service via a satisfaction survey. The surgery had a Patient Participation Group (PPG). PPGs are an effective way for patients and GP surgeries to work together to improve the service and to promote and improve the quality of the care. We spoke with two members of the PPG.