Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Upper Norwood Group Practice on 28 July 2016. The overall rating for the practice was requires improvement. The full comprehensive report on the July 2016 inspection can be found by selecting the ‘all reports’ link for Upper Norwood Group Practice on our website at www.cqc.org.uk.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing safe services as the risks to patients were not always assessed and well managed including those related to health and safety, fire safety, chaperoning and recruitment checks for locum and permanent staff. Some of the staff had not undertaken training appropriate to their role including basic life support, safeguarding children and fire safety. Blank prescriptions were not securely stored and portable appliance testing was not undertaken as required.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing effective services as non-clinical staff were not receiving regular appraisals and some of the clinicians did not use problem oriented notes to record patient consultations.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing well-led services as the practice did not have an active Patient Participation Group and the practice policies and procedures were not regularly reviewed and updated.

This inspection was an announced focused inspection carried out on 8 March 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations 12, 17 and 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 that we identified in our previous inspection on 28 July 2016. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as Good.

Our key findings were as follows:

• Risks to patients were assessed and well managed especially those related to health and safety, fire safety and chaperoning. Portable appliance testing was carried out as required.
• Blank prescriptions were securely stored and the use of prescriptions was monitored.
• The practice had an effective system in place to ensure role specific training was undertaken for all practice staff including basic life support, safeguarding children and fire safety.
• Complaints processes in place were adequate.
• The practice policies and procedures had been reviewed and updated.
• The practice documented the discussions from meetings.
• The practice proactively sought feedback from staff and patients and the PPG was recently re-established.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Upper Norwood Group Practice on 28 July 2016. The overall rating for the practice was requires improvement. The full comprehensive report on the July 2016 inspection can be found by selecting the ‘all reports’ link for Upper Norwood Group Practice on our website at www.cqc.org.uk.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing safe services as the risks to patients were not always assessed and well managed including those related to health and safety, fire safety, chaperoning and recruitment checks for locum and permanent staff. Some of the staff had not undertaken training appropriate to their role including basic life support, safeguarding children and fire safety. Blank prescriptions were not securely stored and portable appliance testing was not undertaken as required.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing effective services as non-clinical staff were not receiving regular appraisals and some of the clinicians did not use problem oriented notes to record patient consultations.

At our previous inspection on 28 July 2016, we rated the practice as requires improvement for providing well-led services as the practice did not have an active Patient Participation Group and the practice policies and procedures were not regularly reviewed and updated.

This inspection was an announced focused inspection carried out on 8 March 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations 12, 17 and 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 that we identified in our previous inspection on 28 July 2016. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as Good.

Our key findings were as follows:

• Risks to patients were assessed and well managed especially those related to health and safety, fire safety and chaperoning. Portable appliance testing was carried out as required.
• Blank prescriptions were securely stored and the use of prescriptions was monitored.
• The practice had an effective system in place to ensure role specific training was undertaken for all practice staff including basic life support, safeguarding children and fire safety.
• Complaints processes in place were adequate.
• The practice policies and procedures had been reviewed and updated.
• The practice documented the discussions from meetings.
• The practice proactively sought feedback from staff and patients and the PPG was recently re-established.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

During the inspection we spoke with the registered manager who was a General Practitioner (GP) at the practice. We also spoke with the practice manager, an administrator, a practice nurse and three people using the service.

People using the service said that they were very happy with the practice. They told us that they were treated with respect and kindness. They felt involved in discussions about their health care and the GP’s always had time to listen to them. One person told us “The GP’s give me time to talk and listen to what I have to say”. Another person said “It’s very easy to make an appointment. If I need something urgently the reception staff get the GP to call me back. I get the very best care”. Another person said “Sometimes it’s a bit difficult to get to see my own GP but I always get to see someone. The reception staff and practice nurses are friendly and helpful”.

We saw that the practice had safeguarding policies that related to adults and children. We saw the practice was clean and well maintained throughout. We saw that the practice had effective systems in place to regularly assess and monitor the quality of service that people received.