Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Grove Road Surgery on 8 November, 2016. Overall the practice is rated as good.

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

• Although patient feedback on the day of inspection was positive, patient satisfaction scores around the care they received from GPs and nurses were lower than the local and national averages.
• 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.
• 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 easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available 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:

• Review and monitor patient feedback to identify the low patient satisfaction results around care and treatment from GPs and nurses and take action to improve these results.

• Implement audit systems in relation to the monitoring of prescription pads in accordance with national NHS guidelines.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice