9 August 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at The Warren Practice on 9 August 2016. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
- There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
- Risks to patients were assessed and well managed.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
- Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
- Patients said they felt the practice offered an excellent service and staff were helpful, caring, professional and attentive and treated them with dignity and respect.
- 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.
- Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day. Negative feedback commonly cited problems getting through to the surgery by telephone which the practice was trying to address.
- 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:
- Revise the incident reporting form so that it supports the recording of notifiable incidents under the duty of candour.
- Display fire escape route posters in the waiting area.
- Formalise a system to document minutes of weekly clinical meetings.
- Continue to pro-actively identify carers to ensure that advice and appropriate support is made available to them.
- Display notices in the reception areas informing patients that translation services are available.
- Consider installing a hearing loop to assist people with hearing loss.
- Ensure all key policies and protocols are kept up-to-date.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice