Letter from the Chief Inspector of General Practice
This practice is rated as Good overall. (Previous inspection March 2016 – rated as Good)
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 Forest Road Group Practice on 15 November 2017 as part of our routine inspection programme.
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.
Most patients found the appointment system easy to use however some said that they found it difficult to access the practice by telephone. This is something the practice was asware of and was taking steps to address the issue. Patients were generally able to access care when they needed it.
Information about services and how to complain was available and easy to understand.
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.
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:
Ensure all patients that are carers are identified and supported.
Continue to work to improve phone access and appointment allocation to patients at the practice.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice