Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Rough Hay Surgery on 25 July 2017. 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 a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment. Low scores in certain areas concerning patients’ perception of the GP had been noted by the practice and more recent survey results had shown an improvement.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns, although only three had been recorded for the previous year.
• Patients we spoke with said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs. They had begun to explore means of improving these facilities by creating new, improved premises, to better meet the needs of their patients.
• As the principal GP was supported by non-permanent clinical staff, it was felt to be important that a more formal structure be put in place for clinical matters to be discussed.
• There was no fire procedure displayed in the main reception area, which was acted upon straightaway.
• The practice should continue to identify more carers on their register.
• 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

The areas where the provider should make improvement are:

• Adopt a more thorough approach to the recording of both written and verbal complaints, in accordance with the practice policy.
• Create a more formal structure for clinical matters to be discussed with the relevant members of the practice team.
• Continue to identify more carers from the practice register.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice.