21 August 2014
During an inspection in response to concerns
We saw that the practice engaged with their patients. For example they undertook a patient survey in May 2014 all the responses were complementary about the practice. Additionally, both patients we spoke with were complementary about the services they received at the practice.
We saw evidence that patients' care and treatment was not planned or delivered effectively. For example the clinical indicators that show how the practice was managing their patients' ongoing needs indicated that the practice was not achieving their targets in certain areas.
The provider did not have a process in place that ensured all relevant staff had undergone security checks or risk assessments in respect of their role and responsibilities at the practice. However, we saw that the practice had completed security check request forms for all members of staff read to send off.
The practice had good processes for dealing with prescriptions and the storage of medicines.
The practice had processes in place to ensure that cover was provided for any GP absences so that patients were still able to see a GP when the practice was open. Arrangements were also in place to provide care out of normal practice working hours.
Mechanisms were in place to assess and monitor the quality of the service being provided. For example the practice openly discussed with staff significant events and the learning from them.
The provider had a complaints policy that it used and made patients aware of. We reviewed the three complaints they had received over the past twelve months and had no concerns about how they were handled.