New Addington Group Practice

Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection May 2015 rated overall as Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Requires Improvement

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Parkway Health Centre on 8 November 2017 as part of our regular inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes. However some the staff we spoke to were not aware of these incidents.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw one area of outstanding practice:

• The practice worked with the local community development project and referred patients who were isolated, vulnerable patients, carers and single parent families to a health connector to join local groups. Health connectors were employed by the local council who coordinated care between social services, health charities and carer organisations. The practice had referred over 150 patients who were isolated or stressed and we saw case studies and statements from four patients who had indicated an improvement in their general well-being.

The areas where the practice must make improvements are:

• Assess, monitor and mitigate the risks relating to the health, safety and welfare of service users and others who may be at risk which arise from the carrying on of the regulated activity. Ensure that an effective system in place to share learning from incidents and patient safety alerts; ensure an effective system in place to monitor stock of medicines and to follow-up patients referred for suspected cancer (two week wait referrals); ensure staff supervision, appraisal and training was appropriate and up to date.
• Maintain accurate, complete and contemporaneous record in respect of each service user, including a record of the care and treatment provided to the service user and decisions taken in relation to the care and treatment provided. Ensure exceptions for patients with long term conditions are appropriately reported and clinical procedures and consultations are appropriately coded.

The areas where the provider should make improvements are:

• Take action to improve patient satisfaction with waiting times for appointments.
• Undertake health checks for all patients with a learning disability.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice