Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Arch Medical Practice on 19 October 2016. 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 in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• The practice had good policies for the recruitment of staff.
• Information about services and how to complain was available and easy to understand. 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 with a named GP and there was continuity of care, with urgent appointments available the same day.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• Staff from the citizen’s advice bureau came to the practice Friday mornings to assist patents directly
• 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 and complied with the requirements of the duty of candour.

We saw the following areas of outstanding practice:

• The practice had two patients with neurological conditions who didn’t always feel comfortable coming in to the reception to make appointments. The practice had offered these patients an option to email appointment request and they had the option to wait in a side room rather than in the main waiting room.
• The practice had identified a “Carer’s Champion” to ensure that the support to carers was being undertaken and to be available to carers as the first line of liaison. carers audit and had identified areas to improve how carers were recognised. The practice implemented actions to ensure the data in the electronic system was correct.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice