The Care Quality Commission
  • Doctor
  • GP practice

Archived: Dr Chittaranjan Pillai Also known as Plains View Surgery

Overall: Good read more about inspection ratings

57 Plains Road, Mapperley, Nottingham, Nottinghamshire, NG3 5LB (0115) 962 1717

Provided and run by:
Dr Chittaranjan Pillai

Important: The provider of this service changed. See new profile
Important: We are carrying out a review of quality at Dr Chittaranjan Pillai. We will publish a report when our review is complete. Find out more about our inspection reports.

All Inspections

11 March 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Chittaranjan Pillai on 11 March 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, effective, caring, responsive and well-led services. It was also good for providing services for older people; people with long-term conditions; families, children and young people; working age people; people whose circumstances may make them vulnerable and people experiencing poor mental health.

Our key findings across all the areas we inspected were as follows:

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
  • Risks to patients were assessed and well managed.
  • Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
  • 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.
  • 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 the management. The practice proactively sought feedback from staff and patients, which it acted on.

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should:

  • Introduce a system to ensure that GP prescription pads are handled in accordance with national guidance to enable them to be tracked through the practice. They should also introduce a robust system for the handling of manual repeat prescription requests to ensure there is an audit trail of the request and the changes made.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

23 April and 21 May 2014

During a routine inspection

We spoke with thirteen patients and the majority of the staff who worked at the practice, including the provider and the practice manager.

The majority of patients were happy with the care and treatment they received with most saying it was well planned and well-co-ordinated. One patient said, 'I'm very satisfied with the caring and friendly staff,' and, 'I always get seen if the need is urgent.'

Several patients had experienced problems accessing appointments at the surgery and some of the practice staff confirmed this had been the case.

We found that treatment had not always been planned and delivered in a way which ensured their health, safety and wellbeing. One patient said that their care was, 'Not joined up.' They were concerned that GPs did not have a holistic oversight of their physical health care needs.

We found improvements had been made to the arrangements in place to ensure non- clinical staff were appropriately supported through appraisal. Their training needs were being assessed and planned in a way which could enable the provider to better monitor their learning and development.

We were concerned that the systems in place to ensure that GPs met their professional standards and conditions of their practice were not organised and monitored.

There were concerns about how the practice was managed and organised and about relationships between staff at all levels which risked having an impact on patient care. Staff members told us they were not confident their views and concerns would be taken seriously and acted upon.

28 January 2014

During a routine inspection

We received information in from two patients before our inspection, spoke with nine patients on the day of our inspection and a further two following the inspection. We spoke with the chair of the patient participation group plus two other members. We also spoke with 11 staff including the practice manager and the provider GP to help us assess whether the practice was compliant with the law.

We found mixed evidence from this inspection.

Patients told us that in most cases they received the support and treatment to ensure their health and wellbeing. We heard of some exemplary practice. However the arrangements for triaging emergency calls was not consistent leading to a risk that patients may not get the medical attention they needed.

We found that medicines were prescribed in a safe and considered way and patients were protected from risks to their health.

Patients told us the staff were kind, helpful and competent. One patient commented, 'The staff are very pleasant and they all seem knowledgeable.' We found the systems in place to support staff to fulfil their roles and responsibilities and to ensure they provided care to an appropriate standard were not robust.

We found the systems in place to assess and monitor the quality of the service, identify, assess and monitor risk and learn from events were not effective. This meant there was a risk that patients, staff and others may not be protected against the risks of receiving unsafe care or treatment.