Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Springfield Surgery on 11 January 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 an effective system for reporting and recording significant events. We noted these were well documented and that thorough investigation took place.
• Risks to patients were assessed and well managed and these were well documented.

• 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.
• Patient feedback was consistently high and patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Patients spoke highly of all the staff at the practice via the comment cards, in the patient survey and on the day of the inspection. We saw where other professionals had commented on the high standard of care provided by the practice.
• The practice had identified a member of staff to act as a Carer’s Coordinator whose role was to provide allocated time and offer appointments for carers to attend and discuss any issues they have, reduce isolation and provide information on other services that may be able to offer support. The practice had identified specific training for this role which had been undertaken and they demonstrated a genuine commitment to supporting patients who were carers. All patients who had been identified as carers were called by the co-ordinator to confirm their current carers status and 30 minute appointments were offered to allow them to discuss their needs and identify resources accordingly.

• The practice worked closely with the Springfield Project and outside organisations and places of worship to gain a better understanding of the issues facing their practice population. The practice had consistently above average survey results and a high level of positive feedback from patients.
• Information about services and how to complain was available and easy to understand and complaints were handled in a timely manner. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment and there was continuity of care. Urgent appointments were available the same day utilising a GP triage system during specific times.
• 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 and staff spoke positively regarding the support and leadership from management and the partners.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Improve the system for recording the actions taken in response to safety alerts.
• Continue to follow legislation on the management of controlled drugs.
• Continue to consider ways of increasing uptake of national screening programmes.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice