Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at the Calow and Brimington Practice on 12 April 2016. Overall the practice is rated as good. Our key findings across all the areas we inspected were as follows:

• Feedback from patients was consistently very positive about the care and services they received. They described the staff as friendly, caring and supportive and said that they were treated with dignity and respect.
• Patients told us they were able to access care and treatment when they needed it, and nearly all patients said that they could access appointments and services in a way and at a time that suits them.

• The practice was well equipped to treat patients and meet their needs. The services were delivered in a way to ensure flexibility, choice and continuity of care.
• Comprehensive systems were generally in place to keep patients safe, including the arrangements for managing medicines. The

  security of medicines and the system for recording and managing medicine incidents have been strengthened.   

• Staff were motivated and inspired to offer kind and compassionate care. There was effective teamwork and a commitment to improving patient experiences. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• The practice worked in partnership with other services to meet patients’ needs, and used innovative ways to improve outcomes for patients.
• The culture and leadership promotes the delivery of high-quality, person-centred care. The leadership had been strengthened by the appointment of new business, finance and office managers. The systems for monitoring the quality of services, identifying and managing risks and driving improvements, were being strengthened to ensure the services were well-led.
• The practice sought the views of patients and staff, which it acted on to improve the services. People felt able to raise concerns as the staff were approachable. Complaints were effectively managed and reviewed to ensure that appropriate learning and improvements had taken place.

The provider should:

• Monitor the system for reporting and recording medicine errors including incorrect picking of dispensed medicines, to ensure trends are identified and monitored and that patients receive safe treatment. 

• Monitor the security of medicines to ensure they are only accessible to authorised staff.
• Further identify patients who are carers to ensure they receive appropriate support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice