We carried out an announced comprehensive inspection at Chelston Hall on 3 June 2015
Overall the practice is rated as good. Specifically, we found the practice to be good for providing well-led, safe, effective, caring and responsive services. It is also rated good for providing services for the six population groups.
Our key findings across all the areas we inspected were as follows:
- There was a track record and a culture of promptly responding to incidents, near misses and complaints and using these events to learn and change systems so that patient care could be improved.
- Staff were aware of their responsibilities in regard to consent, safeguarding and the Mental Capacity Act 2005 (MCA).
- The practice was clean and tidy and there were infection control procedures in place.
- Medicines were generally managed well within the practice and there were effective systems in place to deal with emergencies.
- The GPs and other clinical staff were knowledgeable about how the decisions they made improved clinical outcomes for patients and kept patient care plans under review.
- Data outcomes for patients were either equal to or above the average locally.
- Patients were complimentary about the staff and how their medical conditions were managed.
- Practice staff were professional and respectful when providing care and treatment.
- The practice planned its services to meet the diversity of its patients. Adjustments were made to meet the needs of the patients and there was an effective appointment system in place which enabled a good access to the service.
- There were clear recruitment processes in place. There were robust induction processes in place for all staff.
- The practice had a vision and mission statement which were understood by staff.
- There was a leadership structure in place and staff felt supported by the practice manager and each other.
We identified one area of outstanding practice:
The practice employed a carer’s support worker who was available by telephone five days a week and in person one day a week at the practice. Their role was to identify carers within the patient population, to offer them help and support, taking into account the physical and emotional pressures of being a carer. Providing information about practical support the carer’s support worker could refer carers to the appropriate agencies for benefits advice, links to carers support groups and respite care.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice