This practice is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at The Friendly Family Surgery on 9 March 2018 as part of our inspection programme.

At this inspection we found:

• The practice had systems to manage risk so that safety incidents were less likely to happen.

• When incidents happened or complaints were received, the practice learned from them and reviewed their processes.

• There were reliable systems for managing medicines and equipment, with systems in place to ensure that any alerts and guidance were reviewed and acted upon.

• The practice ensured that care and treatment was delivered according to evidence- based guidelines.

• Patients with additional needs, such as those who were vulnerable or had long-term conditions, received an annual review of their healthcare needs and had care plans in place.

• The practice demonstrated an understanding of the needs of their patient population and described steps they took to help ensure their patients accessed appropriate care and support.

• A care coordinator based at the practice and the practice’s ‘virtual ward’ helped to ensure patients with greater needs received timely, coordinated care and support.

• The most recent published QOF results showed the practice achieved 96% of the total number of points available compared with the clinical commissioning group (CCG) average of 97% and national average of 96%. The overall exception reporting rate was 9%, compared with a national average of 10%.

• Comments received during our inspection showed patients felt that they were treated in a caring and compassionate manner and their dignity was respected.

• Results from the July 2017 annual national GP patient survey showed patients were satisfied with the service they received, with particularly high satisfaction levels in some areas, including contacting the practice by phone. The survey had achieved a response rate of 49% which was above the average national response rate of 39%, and represented about 3% of the practice population.

• The practice captured the views of patients to help improve the service. There was an active patient participation group who supported the practice in a variety of ways.

The areas where the provider should make improvements are:

• Review the practice’s Legionella risk assessment to consider any further actions needed.

• Consider implementing an overarching programme for quality improvement.

• Review arrangements for the documentation of all internal practice meetings.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice