Archived: Dr Pulloori Jagadesham Also known as Hollins Grove Surgery

Letter from the Chief Inspector of General Practice

We inspected the practice of Dr Pulloori Jagdesham on 4 November 2014. The inspection was scheduled as part of our new comprehensive inspection programme and was announced to the practice.

The practice was rated as good overall.

Our key findings were as follows:

• The practice was rated as good for safe. All staff understand and fulfil their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal incidents are maximised to support improvement.

• The practice was rated as good for effective. The practice completed thorough assessment of patients’ needs. There were good systems in place to ensure care and treatment was regularly reviewed and continued to be effective.

• The practice was rated as outstanding for caring. We observed a patient centred culture. Staff were motivated and inspired to offer kind and compassionate care and worked to overcome obstacles to achieving this. Patients reported high levels of satisfaction with the way in which they were listened to and involved in planning for their care and treatment.

• The practice was rated as good for responsive. Patients reported good access to the practice and continuity of care.
• The practice was rated as good for well led. The practice had a clear vision and strategy to deliver this. Staff were clear about the vision and their responsibilities in relation to this. We found a high level of staff satisfaction.

We saw several areas of outstanding practice including:

• The practice approach to anticipating and managing risks to people who use the service. Staff began to plan for the impact of the Christmas period in November by contacting potentially vulnerable patients to check on their well-being and ensure they had all necessary medication prior to the Christmas break.
• The approach staff took to ensure patients were treated with respect, dignity, compassion and empathy. We heard examples of particularly caring practice including offering hot drinks and biscuits to patients who had attended for fasting blood tests before they left the surgery.
• The support offered to patients to help them cope emotionally with care and treatment. Feedback from patients consistently showed they felt well supported by the practice and that staff took a real interest in their general well-being.

In addition the provider should:

• Record completion of cleaning tasks to evidence continuity. Review the existing policy on infection prevention and control to ensure it is up to date and reflects best practice.

Review the existing practice business continuity policy to ensure the content remains accurate and up to date.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice