The Care Quality Commission
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Archived: Dr Dzung Nguyen Also known as Dr. Nguyen - Yellow Practice

Overall: Requires improvement read more about inspection ratings

The Health Centre, Rodney Road, Walton On Thames, Surrey, KT12 3LB (01932) 228999

Provided and run by:
Dr Dzung Nguyen

All Inspections

28 January 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Dzung Nguyen (The Yellow Practice) on 28 January 2016. Overall the practice is rated as requires improvement.

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

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. However, investigations and analysis were not documented in a way which showed they had been shared with staff. Patients did receive a verbal and written apology when things went wrong.
  • Risks to patients were assessed and well managed, with the exception of those relating to the security of prescription pads.
  • Clinical governance meetings were not attended by all clinical staff and the meetings were not minuted to ensure all staff were aware of discussions which took place.
  • There were some gaps identified in staff training particularly for health and safety related subjects and governance.
  • The majority of patients said they were treated with compassion, dignity and respect.
  • Information about services and how to complain was available and easy to understand.
  • Patients said they found it easy to make an appointment with a named GP and that 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.
  • 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 practice had proactively sought feedback from patients and had an active patient participation group.

The areas where the provider must make improvements are:

  • Ensure that mandatory training for staff is completed and monitored to ensure that time frames for renewal do not lapse. This includes ensuring staff have completed relevant training for fire safety, infection control, basic life support and information governance.

In addition the provider should:

  • Review the systems in place for patients who have complained to ensure they receive further signposting to information should they wish to continue with their complaint.
  • Ensure all staff are aware of the translation service available for patients who do not have English as a first language.
  • Review the equipment available for use in medical emergencies, particularly for children.
  • Consider the recording of minutes for meetings are maintained to assist in effective governance and ensure these are distributed to staff to inform better information sharing across all staff teams.
  • Review the patient satisfaction results within the National GP Survey and consider what changes could be made to the areas that are lower than other practices so as to ensure greater satisfaction for patients.

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Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

25 November 2013

During an inspection looking at part of the service

During our inspection on 3 October 2013 we identified some concerns in relation to the cleanliness of the communal areas and some of the toilets. We were told that these areas were managed by the landlord. The provider had already identified concerns and we saw that there was regular correspondence from the provider to the landlord in relation to these areas. However, at the time of the inspection the provider had not been able to resolve these issues with the landlord. We asked the provider to take action and tell us how they would address these issues.

We followed this up with an inspection on 25 November 2013 and found that the cleanliness of the communal areas had improved and plans were in place to upgrade the toilets.

3 October 2013

During a routine inspection

We visited the Yellow Practice to look at the care and treatment people received. The practice was taken over by Dr. Dzung Nguyen, know as Dr. Win, in April 2012. There is also a salaried female GP who works at this practice, and a number of nurse specialists. Another practice at the health centre had closed recently and at the time of this visit the Yellow Practice was in the process of taking on over 400 additional patients.

We interviewed six patients during this visit and asked for their comments on the standards we were reviewing. They told us they felt they were treated with dignity and respect and had opportunities to be involved in their care and treatment. They all said they felt safe in the hands of the doctors and staff at this practice. Patients told us they were seen in good time for booked appointments with only short waits, and whilst none of those spoken with had had to make a complaint, they all knew who they could speak to if they had one. We received a number of positive comments throughout this visit and these included "I would recommend these doctors. They keep to time and follow up on referrals" and "They always have time for you. They don't appear flustered so I don't get flustered myself." Another person told us the "Staff go out of their way to be helpful."

We noted some minor shortfalls related to cleanliness and the suitability of the premises and we were told these were owned and managed by NHS Property Services Limited.