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Archived: HT Practice Good

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All reports

Inspection report

Date of Inspection: 12 December 2013
Date of Publication: 22 January 2014
Inspection Report published 22 January 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 12 December 2013, talked with people who use the service and talked with staff. We reviewed information given to us by the provider.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people received.

Reasons for our judgement

We found that the service provided patients with several opportunities to share their views and experiences of the practice. HT Practice had a patient participation group which met on a quarterly basis and was attended by patients, the practice manager, the healthcare assistant and the reception manager. The patient participation group was a forum that provided people who used the services of HT Practice with an opportunity to discuss and to be involved in decisions about the range and quality of services provided by the practice.

We spoke with a member of the patient participation group who had recently been appointed as the chair of the group. They told us the group had been kept well informed of developments at the Highlands practice which was in the process of being revamped with a lift and disabled access being provided for patients and visitors. We saw that the results of patient surveys were discussed at the meeting and as a result of patient feedback an open appointment system that had previously operated at the Highlands practice had ceased to operate. This meant that the registered provider had taken account of patient’s views and experiences when improving the quality of the service provided.

The practice had a comments and suggestion box located in the waiting area. This provided patients with a further opportunity to express their views and experiences of the service. All comments and suggestions were reviewed by the practice manager and the reception manager and actions taken in response to comments

We saw that complaints were monitored and patient comments slips were provided in the reception area but we did not see the complaints process displayed in the practice. We discussed this with the practice manager who told us they would arrange for the complaints process to be displayed in the waiting area.

We saw the practice recorded and reviewed significant events. We saw that significant events were investigated and action had been taken to avoid recurrence. This meant the provider took account of significant events to identify and manage risks to the safety and welfare of people who used the service.

The practice participated in the Quality and Outcomes Framework system (QOF). The QOF is an annual, voluntary performance assessment system used by the NHS to measure GPs' performance in a number of clinical and non-clinical areas. In addition to participating in the QOF we found that the practice had a number of systems in place to monitor the provision and quality of the service they provided to patients. For example we saw that the practice monitored the way chronic illnesses and diseases were managed and this included altering staff to when patient reviews were due and recall appointments. Other systems in use at the practice included the monitoring and uptake of vaccines, what clinics were operating, appointment times and availability. These systems showed the provider had systems in place to assess, monitor and improve the quality of service people received.