Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Red Roofs Surgery on 24 November 2015. Overall the practice is rated as good for providing safe, effective, caring, responsive and well led services.

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

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. The practice worked closely with other local practices and acute providers such as Nuneaton’s George Eliot hospital.

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

• Staff had received training appropriate to their roles and any further training needs had been identified and planned. Staff training was also linked to the staff appraisal scheme to ensure staff were fully developed to best meet the needs of patients.

• Risks to patients were assessed and well managed with appropriate systems in place.

• The practice had good facilities and was well equipped to treat patients and meet their needs. A building refurbishment was taking place.

• There was a clearly defined leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We inspected Red Roofs Medical Practice after we received information from a former patient who had been dissatisfied with their medical care. They had complained and had been dissatisfied with the outcome of their complaints.

We spoke with 17 patients during our inspection and reviewed a further two comment cards left for us. The patients we spoke with included women and men of different ages, ethnicities and levels of physical ability. They described the practice in very positive terms and told us they would recommend it to family and friends.

Patients told us they were treated with consideration and respect at the practice. They described reception staff as friendly and helpful. They told us the doctors and nurses were kind and communicative. They said they received care, treatment and support which met their health needs. A junior doctor at the practice confirmed that the care they had observed was of a high quality.

We found that the practice had an effective process for managing complaints. We saw evidence that the process was followed whenever a patient made a complaint. We found that staff took complaints seriously and sought to resolve issues with patients.

We saw that when the practice removed a patient from their list, they had done so because their relationship with the patient had broken down. We established that they had followed guidelines issued by the British Medical Association (BMA) in relation to this.