Archived: Holdenhurst Road Surgery

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Holdenhurst Road Surgery on Tuesday 5 April 2016. Overall the practice is rated as good.

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

• Data showed that Holdenhurst Road Surgery served a population with high deprivation, high unemployment, higher than average drugs and alcohol problems and a high prevalence of mental health. The practice serviced a lower than average number of patients above the age of 55.

• The practice was well managed and had a clear leadership structure and effective culture of team working.

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events. Staff were supported through this process.

• Risks to patients were assessed and well managed.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• There was a culture of learning and education at the practice. The practice supported medical students and trainee GPs. Staff had the skills, knowledge and experience to deliver effective care and treatment. There was an effective comprehensive induction programme at the practice.

• 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.

• Patients said they found it difficult to make a routine appointment with a named GP but said urgent appointments were available the same day by accessing the telephone triage system. However, patients said getting through on the telephone was frustrating.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

• Communication was effective at the practice 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.

We saw one area of outstanding practice:

The practice had a track record of high achievements in Quality and Outcomes Framework (QOF) performance. For example, last years completed results showed that the practice achieved 557.62 of the 559 points available and this year the practice had achieved 538 of 545 points available. The practice were aware that they had missed points and explained this was down to the transient and non-compliant population groups they care for. The practice had achieved these results despite an experience of sustained increases in patient numbers (750 patients in three years), a 25% annual turnover of patients resulting in approximately 2000 new registrations each year and lower staffing numbers.

The areas where the provider should make improvements are:

• Continue to keep the telephone system under review to ensure patients can access appointments.

• Consider ways to increase the identification of carers within the practice population.

• Consider ways to improve patient satisfaction with access to the service.

Professor Steve Field (CBE FRCP FFPH FRCGP)

Chief Inspector of General Practice