Archived: The Redbridge Surgery

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Redbridge Surgery on 23 November 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Not all staff had received all pre-employment checks and mandatory training.
• Results of the national GP patient survey showed that the practice was performing below local and national averages in a number of areas. The practice was aware of this and had taken action to improve.
• Some patients said they were not happy with the practice’ opening hours or with telephone access. The practice had taken action to improve access.
• Less than 1% of patients had been identified as carers.
• The practice’ uptake of its cervical screening programme was below both local and national averages.
• Most patients said they found it easy to make an appointment with a GP and there was continuity of care, with urgent appointments available the same day.
• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• 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.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Consider ways to improve uptake of its cervical screening programme for the benefit of female patients.
• Continue to monitor and address the issues highlighted in the national GP patient survey in order to improve patient satisfaction, including: the practice’ opening hours; overall satisfaction; and phone access.

• Review how patients with caring responsibilities are identified and recorded on the patient record system to ensure information, advice and support is made available to all.

• Ensure that all staff recruitment includes undertaking all relevant pre-employment checks.

• Continue to ensure that staff receive appropriate training and updates, including: basic life support, infection prevention and control, fire safety, information governance; and health and safety.

• Display its mission statement in the reception area so that staff and patients are aware of the practice’ overarching purpose.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice