30 November 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Dr David Monkman on 30 November 2016. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
- There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
- Risks to patients were assessed and well managed.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
- Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
- 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. Improvements were made to the quality of care as a result of complaints and concerns.
- Arrangements were in place so that patients who wished to speak with a female GP could do so.
- 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 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.
The areas where the provider should make improvement are:
- Review the current prescription management system to ensure that all repeat prescriptions include a review date and consider making contact with patients who have not collected prescriptions after a reasonable period.
- Put steps in place to improve monitoring of blank prescription pads.
- Review the process used to manage incoming correspondence to ensure that all actions are taken in a timely fashion and documents closed on completion.
- Continue to monitor patient satisfaction with the telephone service provided to determine whether actions taken have improved satisfaction levels.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice