Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Central Surgery on 20 September 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an effective system in place for reporting and recording significant events and lessons were shared to make sure action was taken to improve safety in the practice.

• The practice carried out an annual review of incidents to identify themes and take action to improve patient services.

• The practice monitored prescribing data provided by the local clinical commissioning group and took action as appropriate to ensure prescribing was in line with best practice guidance.

• There was a comprehensive business plan in place in the event of a major incident or disruption to the service.

• The practice actively discussed new and updated NICE guidance to ensure practice was in line with current guidance.

• The practice actively carried out clinical audits to demonstrate quality improvement.

• The practice supported patients to live healthier lives.

• Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment.

• Information for patients about the services available was easy to understand and accessible.

• The practice actively reviewed the number of appointments available to ensure demand could be met in line with national guidance.

• Patient feedback stated patients were generally happy with the appointment system and got an appointment when they needed one. However, 12 comment cards we received expressed difficulties at times in accessing the service. This information was reflected in the most recent national GP survey results and the practice had implemented an action plan to improve access and patient satisfaction.

• The practice had a clear vision to provide excellence, compassionate, personalised NHS care our the community.

• The practice had a number of policies and procedures to govern activity and had an established meeting structure to discuss governance issues.

• The provider was aware of and complied with the requirements of the duty of candour. The partners encouraged a culture of openness and honesty.

• The practice sought feedback from staff and patients, which it acted on, including national survey results.

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 focused inspection at Drs Davies, Hadley, Kuncewicz, Cook & Jameson (also known as The Central Surgery) on 18 June 2015 in order to look into concerns which had been raised with the Care Quality Commission about the service. As this was a focused inspection and the practice had not been inspected before we were unable to rate the practice.

Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Patients said they felt safe and were treated with compassion, dignity and respect.
• Patients said they usually found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
• In January 2015 the national patient survey showed that out of 118 patients that responded 85% described their overall experience of the practice as good and 98% had confidence or trust in the last GP they spoke with.
• There were sufficient staff with the right skill mix to provide a safe service.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a robust system in place to deal with incoming pathology results appropriately and in a timely manner.
• There was a clear leadership structure and staff felt supported by management. The practice sought feedback from staff and patients, which it acted on.
• The GPs and long term locum practice managers took an active leadership role for overseeing that the systems in place to monitor the quality of the service were consistently being used and were effective.

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

The provider should:

• Update the practice safeguarding policies to include details of the lead and ensure all staff are aware who the lead is.
• Ensure patient group directions (PGDs) are in place and signed by relevant staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice