21 June 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Ottershaw Surgery on 21 June 2016. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
- Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
- 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.
- Data from the national GP patient survey showed patients rated the practice higher than others for all aspects of care. The practice was rated as the fifth best practice in Surrey in the latest survey published in July 2016.
- 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.
- 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 area where the provider should make improvement is:
- Improve and monitor standards of cleanliness in the treatment room and corridors.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice