Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Millwood Surgery on 9 July 2015. We found that the practice provided a safe, effective, caring, responsive and well led service. The overall rating for this practice is good.

We examined patient care across the following population groups: older people; those with long term medical conditions; families, babies, children and young people; working age people and those recently retired; people in vulnerable circumstances who may have poor access to primary care; and people experiencing poor mental health. We found that care was tailored appropriately to the individual circumstances and needs of the patients in these groups.

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

• Staff understood and fulfilled their responsibilities to raise concerns, report incidents and near misses. These were all investigated and learning was identified and acted upon. These included incidents where things had gone well, so that positive practice was shared too.
• Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment. Information was provided to help patients understand the care and treatment options available to them.
• The practice was friendly, caring and responsive. It addressed patients’ needs and worked in partnership with other health and social care services to deliver individualised care.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• High standards of patient care and service were promoted and owned by all practice staff with evidence of effective team working across all roles.
• The clinical and managerial leadership at the practice was forward thinking and supportive.

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

• Improve the security of access to emergency medicines and the documentation of the amount of emergency medicine held in stock.
• Ensure the legionella management policy is completed.
• Ensure the practice is correctly registered with CQC to provide the regulated activity of surgical procedures.

We saw one area of outstanding practice:

• One of the GP partners completed the annual appraisal with each member of staff. There was a proactive culture of learning and support between all members of the practice. Staff spoke positively of the support they received and told us they felt valued by having a GP undertake their annual appraisal.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice