Letter from the Chief Inspector of General Practice

We carried out a comprehensive inspection as part of our inspection programme at The Dale Medical Practice on 11 April 2017 which was rated as good overall, however the key question responsive was rated as requires improvement.

The full comprehensive report for this inspection can be found by selecting the ‘all reports’ link for The Dale Medical Practice on our website at www.cqc.org.uk.

This inspection was a focused desk top inspection carried out on 18 December 2017 to confirm that the practice had carried out their plan to meet the requirements in relation to those identified in our previous inspection on 11 April 2017. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is rated as good with the key question responsive now rated as good.

Our key findings were as follows.

• The practice had installed a new telephone system which had reduced the time patients were kept on hold.
• The reception staffing structure had been changed to ensure there were sufficient staffing levels at peak times.
• The practice increased their core opening hours to 8am to 6.30pm and no longer closed on Wednesday afternoons.
• The practice receptionists had been trained to triage and signpost patients more effectively to the most appropriate service.
• The practice had carried out their own patient survey which had shown an improvement in patient satisfaction.

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 comprehensive inspection at The Dale Medical Practice on 11 April 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 low satisfaction rates when patients were asked if they felt that they were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment. The practice were adjusting its services and monitoring patient satisfaction on a monthly basis and had seen 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.
• 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.
• The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.
• All staff employed by the practice had received a check with the Disclosure and Barring Service.

The area where the provider should make improvement is:

• The practice should further improve , embed and monitor patient satasfaction in the services provided.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice