Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection of the practice on 19 November 2014. Breaches of legal requirements were found. After the comprehensive inspection, the practice did not submit their action plan. However we were sent the action plan in June 2016 ahead of the focussed inspection. The practice wrote to us to say what they would do to meet the legal requirements in relation to the breaches of regulation 10 (1)(2)(b)(i) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, which corresponds to regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
We undertook this desk-based focussed inspection on 16 June 2016 to check that they had followed their plan and to confirm that they now met the legal requirements. This report covers our findings in relation to those requirements and also where additional improvements have been made following the initial inspection. You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for the Hurley Clinic on our website at www.cqc.org.uk.
Overall the practice was rated as Good. Specifically, following the focussed inspection we found the practice to be good for providing responsive services.
Our key findings across all the areas we inspected were as follows:
- The practice had implemented some changes to the appointment system to improve access to appointments for patients.
- Data from the national GP patient survey indicated on-going difficulties with getting through to the practice by telephone and difficulty booking appointments.
- The practice had improved the communication system in the waiting area for patients.
- The practice had gathered feedback from patients via their annual survey and complaints which indicated that there was some improvement in satisfaction with appointments.
- The practice had systems in place to improve the quality of the services provided by gathering the views of service users. There had been evidence of engagement with the Patient Participation Group (PPG) and a patient satisfaction survey had been undertaken.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice