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Stockwell Road Surgery Outstanding

Reports


Review carried out on 31 July 2019

During an annual regulatory review

We reviewed the information available to us about Stockwell Road Surgery on 31 July 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.

Inspection carried out on 09/05/2018

During a routine inspection

This practice is rated as Outstanding overall. (Previous inspection September 2015 – Outstanding)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Outstanding

Are services responsive? – Outstanding

Are services well-led? - Outstanding

We carried out an announced comprehensive inspection at Stockwell Road Surgery on 9 May 2018, as part of our inspection programme.

At this inspection we found:

  • The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
  • The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
  • There was evidence of safe prescribing with reviews undertaken with those patients who were prescribed high risk medicines.
  • Patients’ comments were positive regarding access to appointments and the service they received form practice staff.
  • Staff involved and treated patients with compassion, kindness, dignity and respect.
  • There was evidence of a cohesive practice team. Support and respect was shown by all members of staff towards one another.
  • Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
  • There was a strong focus on continuous learning and improvement at all levels of the organisation.
  • There was a range of inclusive meetings to ensure all staff were engaged and kept up to date.
  • GP national survey results were consistently above local and national averages in all areas.
  • The practice reviewed appointment availability throughout the day to ensure that same day appointments were available.

We saw three areas of outstanding practice:

  • The practice availability of appointments was intensively monitored constantly to ensure same day appointments were always available. Patients reported they could always access same day appointments as a result of the appointment system.
  • The practice had a comprehensive audit programme across a range of service areas to monitor and improve patients care. The programme was managed so that two or more cycles were evident in more than 10 audit areas enabling better management of risk.
  • The practice engaged with academic institutions and participated in significant research programmes for the benefit of its own patients and the wider population. Their contribution to clinical care was recognised by the local medical school.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Inspection carried out on 25 September 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Stockwell Road Surgery on 25 September 2015.

Overall the practice is rated as outstanding.

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
  • Risks to patients were assessed and well managed.
  • Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

  • Feedback from patients about their care and treatment was consistently positive. They said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. People thought staff went the extra mile.
  • Staff demonstrated a strong, visible, person-centred cultured. Staff were highly motivated and inspired to offer care that is kind and promotes people’s dignity. They were acutely aware of people’s personal, cultural, social and religious needs.
  • Information about services and how to complain was available and easy to understand.
  • There was a proactive approach to understanding the needs of different groups of people and to deliver care in a way that meets these needs and promotes equality. Services were planned and delivered to take into account the needs of different patient groups and to help provide and ensure flexibility, choice and continuity of care.
  • People could access appointments and services in a way and at a time that suited them. Patient feedback and data showed they found it easy to make an appointment and that there was continuity of care, with urgent and non-urgent appointments available the same day. We were provided with examples to demonstrate how practice staff had responded to the needs of patients.
  • 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.

We saw several areas of outstanding practice including:

  • An organisation called Carers Resource set up an information stand in the practice reception area when the practice ran their influenza clinics.
  • Most of the patients at a local care home were patients of Stockwell Road. A GP partner visited the home weekly. They had established effective working relationships with the home and had put in place a system of patient review on a rotating basis. Through collaboration with other medical professionals, prescribing of certain medicines had been substantially reduced. The appropriateness of DNAR orders had been addressed ensuring that informed discussion about end of life preferences had occurred, increasing the number of DNAR orders in place.
  • The practice had put in place a comprehensive and closely monitored appointment system to ensure patients could access appointments when they needed them. They could demonstrate the impact of this by lower than national average emergency admissions, attendance at accident and emergency (A&E) and feedback from patients.

However, there were also areas of practice where the provider needs to make improvements.

Importantly, the provider should:

  • Carry out regular fire drills so that staff can respond quickly in the event of a fire
  • Ensure regular infection control audits are carried out and actions put in place to address identified issues.
  • Ensure a programme of clinical audit is in place.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice