Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Queen Street Surgery on 14 and 15 March 2016. Overall the practice is rated as good.

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

• The provider was aware of and complied with the requirements of the Duty of Candour (being open and transparent with people who use the service, in relation to care and treatment provided). This was reflected in their open, honest and transparent approach to safety. All staff were encouraged and supported to report and record any such incidents. There was evidence of investigation, and learning and sharing mechanisms were in place.
• Risks to patients were assessed and well managed and policies and procedures had been developed to support effective management and governance.
• 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. Staff had received additional training with regard to learning disabilities and dementia to enable them to better support these specific patient groups.
• Information regarding the services provided by the practice was available for patients.
• There was a complaints policy and clear information available for patients who wished to make a complaint.
• Patients said they generally 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.
• The practice had good facilities and was well equipped to treat patients and meet their needs.

• There was a clear leadership structure and a stable workforce in place. Staff were aware of their roles and responsibilities and told us the GPs and manager were accessible and supportive. The practice promoted an all-inclusive approach amongst staff.

• The practice sought patient views how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and the patient participation group.

We saw some areas where the provider should make improvements:

• The practice should ensure that proof of identification checks are carried out and recorded in relation to all newly recruited staff.

• The practice should ensure that all clinical equipment is regularly checked to determine that it is within date and suitable for use.
• The practice needed to review and update its records in relation to the immunity and vaccination status of its staff to ensure that these were up to date.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice