Archived: Dr Robert Gardner Also known as Saltash Road Surgery

Letter from the Chief Inspector of General Practice

Dr Robert Gardner of Saltash Road Surgery was inspected on Tuesday 11th November 2014. This was a comprehensive inspection.

Saltash Road Surgery is a GP practice on the outskirts of Plymouth city centre. The practice supports around 2160 patients and offers general and enhanced services led by the practice GP and practice nurse. The range of services includes health screening, antenatal and postnatal care, minor surgery, immunisations, contraceptive services, asthma and diabetes advice, chronic disease management, mental health care and care of social related illnesses. The GP has a special interest in chronic disease management.

We rated this practice as good

Our key findings were as follows:

The practice had a patient-centred focus. Patients felt they were treated with dignity and respect and in a professional manner that showed kindness and care towards them.

Patients were able to see a GP or have a telephone consultation on the day of requesting an appointment. Patients reported having good access to appointments at the practice and liked having a named GP which improved their continuity of care.

The practice valued feedback from patients and act upon this. Feedback from patients about their care and treatment was consistently positive. We observed a non-discriminatory, person centred culture. Staff were motivated and inspired to offer kind and compassionate care and worked to overcome obstacles to achieving this.

Patient’s needs were assessed and care was planned and delivered in line with current legislation. This included assessment of patient capacity to make informed choices and decisions and the promotion of good health.

Patients felt safe in the hands of the staff and felt confident in clinical decisions made. There were effective safeguarding procedures in place.

Both staff and patients said the practice was well led by Dr Gardner. However, administrative processes were incomplete and could compromise patient safety. All staff had received inductions but not all staff had received regular performance reviews. Staff meetings were ad hoc and infrequent. Staff said they managed well but the lack of managerial support was evident as systems such as recruitment and continual support and development were lacking.

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

Importantly, the provider must:

Significant events, complaints and incidents must be investigated and discussed. Learning from these events must be performed and communicated.

Recruitment processes must be improved to include proof of identity, including a recent photograph, references, a full employment history, and a risk assessment to determine the decision regarding carrying out a criminal record check, using the Disclosure and Barring Service (DBS).

Ensure a risk assessment and any necessary actions are taken against the risk of Legionella.

In addition the provider should:

Patients individual notes kept behind the reception desk should only be visible to staff.

Emergency drugs should be kept under review and ensure the necessary checks are undertaken to ensure they are correct.

An updated fire risk assessment should be undertaken.

All staff should have a formal appraisal.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice