Archived: Dr Sally Johnston

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Riddings Family Health Centre on 20 April 2016. Overall the practice is rated as requires improvement.

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

• 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. There were no recorded complaints and we were told that none had ever been received.

• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.

• The practice had good facilities and was well equipped to treat patients and meet their needs with the exception of chaperones.

• Data showed patient outcomes and patient satisfaction was high compared to the local and national averages. A clinical audit was undertaken annually and further monitoring of services was undertaken on an as and when basis. We saw that some changes were made to improve outcomes for patients such as changes in medication.

• Staff said that they understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses but we did not see evidence that this was consistent. Staff described incidents that had not been recorded.

• The practice presented three clinical incidents in the past twelve months. They had been investigated and actioned appropriately. They were discussed informally with clinical colleagues if felt appropriate.

• Clinical risks to patients were assessed and well managed, but environmental risks such as those relating to health and safety, fire safety and staff training were not.

• The practice had a number of policies and procedures to govern activity, but some were overdue a review.

• The lead GP took the lead for all aspects of the practice, clinical and managerial, and staff said they felt supported by management. There was no evidence that the practice proactively sought feedback from staff and patients.

The areas where the provider must make improvements are:

• Formalise the reporting, recording and investigation of all incidents and document action taken to improve safety and continuous learning.

• Encourage and monitor formal and informal verbal and written comments and complaints.

• Ensure recruitment arrangements cover all necessary employment checks for all staff including locum staff.

• Ensure fire safety within the environment.

• Monitor the learning needs of all reception/administration staff and identify and monitor training and development plans.

• Carry out all appropriate health and safety risk assessments.

In addition the provider should:

• Review the chaperone policy

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice