7 July 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Richmond House Surgery on 7 July 2016. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
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Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal and external incidents were maximised.
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The practice utilised the National Report and Learning System (NRLS) to report and share important significant events. For example, one significant event concerned a rare and serious complication related to a facial haemangioma, that few clinicians were aware of. The GP recorded this in extensive detail and informed colleagues locally and nationally of this complication. The practice took a proactive approach to ensure that awareness regarding this complication was raised nationally.
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The practice used innovative and proactive methods to improve patient outcomes. Clinical audits had been triggered by new guidance and from learning from significant events.
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Data showed that the practice was performing highly compared to the CCG and national averages.
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Feedback from patients about their care was consistently positive. Patients said they were treated with compassion, dignity and respect.
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Patients said they were able to get an appointment with a GP when they needed one, with urgent appointments available on the same day.
- The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the patient participation group.
- The practice had good facilities and was well equipped to treat patients and meet their needs.
- The practice actively reviewed complaints and how they are managed and responded to, and made improvements as a result.
- The practice had a clear vision which had quality and safety as its top priority.
- The practice had strong and visible clinical and managerial leadership and governance arrangements. Staff felt supported by management and staff throughout the practice worked well together as a team.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice