We carried out an announced comprehensive inspection at The New Surgery on 9 August 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 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.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice

We observed staff speaking with people in person and also on the telephone. We saw staff were friendly and polite and offered choices to patients. We found people who used the service were treated with dignity and respect. We spoke with two patients and a patients representative who used the surgery. One person said "It's convenient so I can get an early appointment but they sometimes run late but the GPs explain why. The staff are very friendly." Another person said "They are very friendly, the surgeries are always clean. I have never had a bad experience here they are very good." The patients representative said "We always get the appointments we ask for they are very good that way."

People who used the service were protected against the risk of abuse. Staff received training in abuse awareness and protecting children and vulnerable adults. The policies and procedures were available to all staff in relation to safeguarding.

We found people were protected from the risk of infection as treatment was delivered in a clean and hygienic environment.

There were effective recruitment and selection processes in place.

We found the provider had an accurate Statement of Purpose which contained the necessary information including aim and objectives, the kinds of services provided, names of key individuals working for the service, legal status of the provider and details of the office address.

Complaints people made were responded to appropriately, there was an effective complaints system in place.