Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Pollard Row Practice on 4 February 2016. Overall the practice is rated as good.

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

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.

• Most risks to patients were assessed and well managed with the exception of an effective system of vaccine stock control.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

• Information about services and how to complain was available and easy to understand.

• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.

• Patients’ satisfaction with the practice’s opening hours and getting through to the surgery by phone exceeded CCG and national averages.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

• There was a clear leadership structure and staff felt supported by management.

• The provider was aware of and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvement are:

• Develop an ongoing programme of clinical audit and re-audit to ensure outcomes for patients are maintained and improved.

• Formulate a written strategy to deliver the practice’s vision.

• Review how carers are identified and recorded on the clinical system to ensure information, advice and support is made available to them.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

This practice is rated as Good overall.

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection of Pollard Row Practice on 20 November 2018 as part of our inspection programme.

At the inspection we found:

• The practice had systems to keep people safe and safeguarded from abuse.
• There were adequate systems for reviewing and investigating when things went wrong. The practice handled complaints appropriately and was aware of the duty of candour.
• The monitoring of uncollected prescriptions was not effective.
• The practice reviewed and monitored the effectiveness and appropriateness of the care it provided.
• Care and treatment was delivered according to relevant and current evidence based guidance and standards.
• Patient feedback about the practice was generally positive, and the practice’s GP patient survey results were in line with local and national averages.
• The practice had an active patient participation group.
• The practice organised and delivered services to meet patients’ needs.
• There was a clear leadership structure, and staff told us that they felt able to raise concerns and were confident that these would be addressed.
• There were processes for providing staff with the development they needed, although the practice manager had not had an appraisal.
• There was a focus on continuous learning and improvement.
• The GP partners had informal case discussions with the long-term locum GP, but there was no formalised process to monitor and review the locum’s clinical work.

We identified areas where the provider could make improvements and should:

• Review the system for monitoring and actioning of uncollected prescriptions.
• Ensure all incidents that are discussed and analysed are formally logged as significant events.
• Review the cleaning schedule to ensure all fittings and fixtures are included.
• Ensure all members of practice staff receive regular appraisals.
• Consider a formalised process to monitor and review the clinical work of locum clinicians.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and evidence t

able for further information.