Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Carlton House Surgery on 27 January 2016. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
- 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 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.
- 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 GP and that there was continuity of care, with urgent appointments available the same day.
- Appointments with a named GP were available but were more difficult to obtain. The practice was aware of this, having previously operated system wherein each GP had personal patient lists. The practice had taken action to educate patients about different ways of accessing appointments, this included distributing leaflets explaining how to get the most from their appointments and explaining the new appointment system.
- 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 areas where the provider should make improvement are:
Review the practice website to show information about how to make a complaint and to whom it should be addressed.
Keep a log of the emergency medicines stored to ensure that anything used is replaced.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice
Patients were able to make an appointment to see their GP without many problems. Care and treatment was planned and delivered in a way that was intended to ensure patient's safety and welfare. A patient told us 'doctors have been very thorough and have always given me time." Patients were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Patients spoken with commented that the practice was clean and systems were in place to control the spread of infection, although these systems could be strengthened.
There were effective recruitment and selection processes in place to ensure patients were cared for by suitably experienced and qualified staff. Clarity was needed however as to which staff required a criminal record check and how this was decided and risk assessed.