Crondall New Surgery

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 had introduced a children’s version of their friends and family test to capture feedback from this population group.
• There were policies and procedures in place for most topics however not all policies had been reviewed recently and the Information Governance policy was not available on the day of the inspection.
• Oversight of recording of staff training had been delegated to leaders of each team. Recording was inconsistent depending upon who the allocated lead was.
• Complaints were handled satisfactorily however there was not an overview of the learning from the complaints to share with staff.
• 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:

• Consider ways to improve non-clinical staff awareness around Sepsis.
• Review the programme for updating policies and the availability of policies for staff.
• Review processes in place for receipt of Medicines and Healthcare products Regulatory Agency alerts and how these are shared with staff.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice