You are here

All reports

Inspection report

Date of Inspection: 20 August 2013
Date of Publication: 6 September 2013
Inspection Report published 06 September 2013 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 20 August 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff, were accompanied by a specialist advisor and used information from local Healthwatch to inform our inspection.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive and there was an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

People who use the service, their representatives and staff were asked for their views about their care and treatment and the practice took action to make improvements based on this feedback. Touch screens were available in the reception area for patients to be able to submit comments and complete surveys. People were requested for their feedback on areas such as the ease of obtaining an appointment or access to GPs by telephone, and the results were analysed and published on the website. The practice had introduced targets like 6 hour response time for GP advice within working hours and increased access to GPs for telephone consultations. The practice manager explained to us the changes that had been made to how telephone consultation requests were actioned, and the time people had to wait on the phone monitored. This was done following feedback from patients. Surveys were also undertaken on patient satisfaction with services provided in the minor surgery unit, phlebotomy service, stop smoking service and NHS health check service.

We checked the provider’s complaints records. We saw that complaints were being logged and there was evidence of responses being sent to the complainants. We were told by the GP and the administrator that significant events were discussed at the weekly clinical meetings. These were logged and reviewed in a timely manner. There was evidence of action plans initiated following such incidents and where relevant changes in procedures made.

The provider had a business continuity plan in place and arrangements with venues in the vicinity to ensure smooth running of the surgery in the event of emergency situations. Risk assessments had been undertaken for power failures and IT outages. There was evidence of regular monitoring tests on the suitability of water supply, electric equipment, power sockets and fire alarms. The practice had an influenza pandemic business continuity plan and the practice manager explained to us the steps that would be undertaken in the event of a massive flu outbreak.