This practice is rated as Good overall. (Previous inspection July 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

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 – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced at Roe Lane Surgery on 21 March 2018. The inspection was carried out as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• 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.

• Data showed that outcomes for patients at this practice were similar to outcomes for patients locally and nationally.

• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• Patients told us they found it easy to make an appointment and there was good continuity of care.

• The practice had appropriate facilities, including disabled access. It was well equipped to treat patients and meet their needs.

• Complaints had been investigated and responded to in a timely manner.

• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

• The provider had a clear vision to provide a safe, good quality service.

• Feedback from patients was used to make improvements to the service.

• There was a focus on continuous learning and improvement.

We saw two areas of outstanding practice:

• The practice proactively engaged with the wider health and social community to support better outcomes for patients such as mental health services including hosting the Alzheimer’s Society monthly clinic.

• 98% of patients who responded to the GP National Patients Survey said they could get through easily to the practice by phone compared to the Clinical Commissioning Group (CCG) of 64% and the national average of 71%. This was confirmed by six patients spoken with on the day of the inspection and completed CQC surveys.

The areas where the provider should make improvements are:

• Review the security protocol to ensure staff maintain the security of their computer and NHS passwords.

• Carry out a more detailed risk assessment in relation to the use of the first floor consultation room by patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Roe Lane Surgery on 21 July 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing well-led, safe, effective, caring and responsive services. It was also good for providing services for all population groups it served.

Our key findings were as follows:

• The practice had clearly defined governance systems that promoted patient safety and gave all staff a framework to reference and work within.
• Areas for improvement had been identified and progress on improvement actions were discussed at practice meetings. A system of clinical audit was in place to measure the quality of patient outcomes.
• Monitoring of patient telephone traffic had been used to bring about improvements in telephone access to the practice and GPs.
• All feedback we received on the day, from CQC comment cards and on reviewing results of the practice Family and Friends test, showed that patients were satisfied and appreciative of the services provided by the practice.
• There was a clear vision and strategy in place; the practice was well-led by staff committed to the care of its patients and to the development of patient services.

However, there were also areas of practice where the provider needs to make improvements.

The provider should:

• Increase its efforts to engage with the Patient Participation Group, considering all ways to increase actual meetings.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice