Letter from the Chief Inspector of General Practice

We inspected this service on 19 November 2014 as part of our new comprehensive inspection programme.

The overall rating for this practice is good. We found the practice to be good in safe, effective, caring, responsive and well led areas. We found the practice provided good care for older people, patients with long term conditions, families, children and young people, working age people (including those recently retired and students), people whose circumstances may make them vulnerable and people experiencing poor mental health, including dementia.

Our key findings were as follows:

• Patients were kept safe because there were arrangements in place for staff to report and learn from key safety risks. The practice had a system in place for reporting, recording and monitoring significant events over time.
• Patients’ needs were assessed and care was planned and delivered in line with current legislation. The practice had a strong commitment to the on-going development of skills, competence and knowledge of all staff to achieve good outcomes for patients.
• Patients felt they were treated with compassion, dignity and respect. They told us that GPs were good at listening to them and gave them enough time.
• The practice had a well-established and well trained team who had expertise and experience in a wide range of health conditions.
• There was a transparent and inclusive culture at the practice which encouraged contributions from staff and patients in the development of the service.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

The practice had introduced a new computer system the day before our inspection. To enable staff training, the practice had reduced the number of advanced booked appointments available for the day of our inspection. Any patient needing an urgent appointment was still able to see a doctor.

We spoke with six patients during our inspection. All the patients we spoke with were very satisfied with the service they received at the practice. One patient told us, “It’s brilliant here.” Another patient said, “It’s a good place. It’s friendly and caring”.

We saw that patients’ views and experiences were taken into account in the way the service was provided. We also saw that the practice had policies and procedures in place to help protect patients’ privacy and dignity. The staff we spoke with were familiar with the procedures.

We found that care and treatment was planned and delivered in a way that met patients’ needs and protected their rights. Patients were able to be involved in decisions about their treatment.

Patients received their treatment in a clean, hygienic environment. The provider had suitable arrangements in place to ensure patients were not placed at risk of cross infection.

We were satisfied that the provider made all the appropriate checks on staff before their full employment started.

The practice had a well-publicised complaints system and we saw that complaints were dealt with appropriately.