19 January 2017
During an inspection looking at part of the service
Letter from the Chief Inspector of General Practice
We carried out an announced focussed inspection at Balfour Road Surgery on 19 January 2017. We found the practice to be good for providing responsive services and it is rated as good overall.
We previously conducted an announced comprehensive inspection of the practice on 21 April 2016. As a result of our findings, the practice was rated as good for being safe, effective, caring and well led; and rated as requires improvement for being responsive, which resulted in a rating of good overall. We found that the provider had breached Regulation 16(1) (Receiving and acting on complaints) of the Health and Social Care Act 2008.
The practice wrote to us to tell us what they would do to make improvements and meet the legal requirements. We undertook this focussed inspection to check that the practice had followed their plan, and to confirm that they had met the legal requirements.
This report only covers our findings in relation to those areas where requirements had not been met. You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for Balfour Road Surgery on our website at http://www.cqc.org.uk/location/1-551445754.
Our key findings across all the areas we inspected were as follows:
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Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and we noted that filing systems were well organised and that learning from complaints was well documented. We also saw evidence of how the practice had discussed learning from complaints and had used this information to improve the service.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice