Letter from the Chief Inspector of General Practice
This practice is rated as Good overall.
(Previous inspection January 2015 - The practice was rated as good overall).
The key questions are rated as:
Are services safe? - Good
Are services effective? - Good
Are services caring? - Good
Are services responsive? - Good
Are services well-led? - Good
As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:
Older People - Good
People with long-term conditions - Good
Families, children and young people - Good
Working age people (including those recently retired and students - Good
People whose circumstances may make them vulnerable - Good
People experiencing poor mental health (including people with dementia) - Good
We carried out an announced comprehensive inspection at Pitshanger Family Practice on 21 December 2017. We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether Pitshanger Family Practice was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.
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.
- Staff involved and treated patients with compassion, kindness, dignity and respect.
- Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
- The practice proactively sought feedback from staff and patients, which it acted on.
- Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
The areas where the provider should make improvements are:
- Review the system in place to improve the management of blank prescription forms.
- Review and monitor the system in place to ensure all national safety and medicines alerts are received and acted on.
- Review and improve the systems in place to effectively monitor and improve patient outcomes for patients with long term conditions.
- Ensure a response to complaints includes information of the complainant’s right to escalate the complaint to the Ombudsman if dissatisfied with the response.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice