Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Firs on 15 June 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 been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it difficult on occasions to get through on the phone and to make an appointment. However, urgent appointments were always available on the same day.
• 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 and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Ensure all non- clinical staff receive adult safeguarding training.

• Ensure regular infection control audits are carried out.
• Ensure regular fire drills are carried out.
• Review how patients with caring responsibilities are identified and recorded on the clinical system to ensure information, advice and support is made available to them.
• Ensure all patients with Learning Disabilities receive annual reviews.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Most people had been attending the surgery for over 10 years and were very positive about all the staff at the practice. One person said "I love my doctor, I’ve recommended friends to come here."

People's privacy was maintained as people told us that staff did not walk in during consultations and the doctors told us that unless it was an emergency they did not want to be disturbed while seeing patients.

People were given time to speak to the doctor and to the nurse and people advised they did not feel rushed and the doctor answered all their questions.

Staff could tell us how to safeguard people at the surgery as they had a clear safeguarding policy for adults and children and could tell us how they would respond. Furthermore people at the practice told us they felt safe while seeing the doctor and never feel uncomfortable.

The surgery had procedures to maintain the cleanliness of the surgery and ensured staff had infection control training.

People told us they never had any reason to complain but would approach the reception staff or practice manager if they had concerns. The practice responded to complaints and followed their procedure to ensure they were investigated to people's satisfaction.