Archived: Voyager Family Health

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Milestone Surgery on 7 December 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 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 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.

• 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.

• 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 practice had a high number of patients who left the practice each year or lived in the United Kingdom intermittently. This contributed in some way to the difficulties for ensuring that all patients with long term conditions were reviewed regularly.

• The ten patients we spoke with said they received personalised care and they were fully involved and empowered as partners in their care.

• The practice team was forward thinking and part of local pilot schemes to improve outcomes for patients in the area.

• A GP with a Special Interest (GPwSI) ran weekly cardiology and atrial fibrillation clinics for the local community. Patients of Milestone Surgery benefitted from this service by having a GPwSI available to all the doctors in the practice as a valuable resource.

The areas where the provider should make improvements are:

• The practice should continue to improve patient outcomes for those with long term conditions. This includes performance for diabetes, asthma and chronic obstructive pulmonary disease related indicators.

• The practice should ensure that they identify and support carers appropriately.

• Ensure the appropriate provision of annual health checks and health action plans for patients with learning disabilities.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice