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Dr R Shah & Dr P Reynolds & Dr M Waters & Dr A Arfeen's Practice Good Also known as Elthorne Park Surgery


Inspection carried out on 19 July 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr R Shah & Dr P Reynolds & Dr M Waters & Dr A Arfeen's Practice on 19 July 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 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.
  • However most patients said they found it difficult to make an appointment with a named GP, though they could request urgent telephone consultation if needed.

The areas where the provider should make improvement are:

  • Review the below average QOF scores for patients with diabetes so as to improve.

  • Actively seek to involve patients in developing and improving the service.

  • Consider ways to improve the availability of patient appointments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice