Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Queens Road Surgery on 22 April 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.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Some patients said they found it difficult to make an appointment with a GP of their choice.
• Urgent appointments were available the same day. All telephone calls were triaged and appointments offered on the same day if necessary.
• 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 practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

Ensure that minimum, maximum and actual temperatures of the medicines fridge are recorded daily when the practice is open.

Ensure that learning from significant events is documented and includes the whole team.

Improve the access to a GP of choice for patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice