Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Nightingale Practice on 12 July 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.
• Not all personnel files contained evidence that all staff had undergone all induction training.
• 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 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:

• To provide information governance and health and safety training to all staff.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We spoke with a GP partner, the practice nurse, the assistant practitioner, the receptionists and the practice managers. We also spoke with five people who used the service and the chair of the practice’s patient participation group.

The patients we spoke with said they were happy with the service. One patient said, "they know what they're talking about." Another patient told us about their positive experience of the referral process and also said, "the whole team is great. They don't rush you." Patients told us the staff were friendly and respected people's privacy. The practice had recently moved into a purpose built building which staff and patients liked. The environment was clean. There were appropriate arrangements in place to handle emergencies.

Staff received support for professional development. Staff told us they were well supported by their managers and the GP partners. We were told that the practice manager and doctors were approachable and always happy to discuss any issues.

The practice had a range of quality monitoring systems in place. The practice regularly asked patients for their views about the service and effectively involved the patient participation group. The practice team conducted audit and used performance data, incidents, comments and complaints to improve the quality and safety of care.