Updated 26 June 2024
We carried out an assessment of Friargate Surgery between 23 & 30 September 2024. Friargate Surgery is a NHS GP practice within Derby City, in an area of below average deprivation. Approximately 5,216 people were registered with the practice at this time. The practice had not been inspected by the CQC since 2016. We assessed 31 quality statements across the safe, effective, caring, responsive and well led key questions.
We found 2 breaches of the regulations in relation to safe care and treatment, and good governance.
There was a lack of satisfaction with access to appointments and the ability to be seen face to face. Digital systems in place did not meet the needs or preferences of everyone within the practice population. The move towards remote consultations and lack of engagement with relatives did not always meet the needs of people living in a care home. Feedback from the deaf community highlighted their specific communication needs were not being fully met, in particular with regard to the website.
Leaders were not always compassionate and inclusive, staff did not always feel supported and valued. This created some tension and anxiety within the staff team. Processes were no longer in place to engage with the local primary care network (PCN), due to a breakdown in the working relationship between the organisations. This resulted in people missing out on services provided through the network, a lack of peer review and shared learning for staff due to the lack of regular engagement with other local practices and health organisations. The uptake of childhood immunisations and cervical screening needed to be improved.
However, we found significant events and concerns were investigated appropriately. Staff provided effective care and treatment for the majority of patients and involved people in the decisions about their care, supporting them to ask questions.
We have asked the provider for an action plan in response to the concerns found at this assessment.