Letter from the Chief Inspector of General Practice

This practice is rated as Requires improvement overall.

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Requires improvement

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Requires improvement

People with long-term conditions – Requires improvement

Families, children and young people – Requires improvement

Working age people (including those recently retired and students – Requires improvement

People whose circumstances may make them vulnerable – Requires improvement

People experiencing poor mental health (including people with dementia) – Requires improvement

We carried out an announced comprehensive inspection at Queens Bower Surgery on 11 January 2018. This inspection was undertaken following the new registration of the provider and as part of our inspection programme.

At this inspection we found:

• The practice had systems in place to enable staff to report and record significant events.
• There were processes in place to manage risk; however there were areas where improvements were required in respect of fire risk and arrangements for dealing with emergencies.
• Prescription stationery was not always managed securely in line with guidance.
• Clinical waste was not always managed appropriately.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• Governance arrangements needed to be strengthened to ensure that staff were supported and risks to people using the service were minimised.

The areas where the provider must make improvements as they are in breach of regulations are:

• Ensure care and treatment is provided in a safe way to patients
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care

The areas where the provider should make improvements are:

• Consider a review of the practice’s website to ensure ease of navigation and access to information for patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice