29 September 2016
During an inspection looking at part of the service
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at High Green Medical Practice on 29 September 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 a system in place for reporting and recording significant events.
- Staff understood their responsibilities to raise concerns and to report incidents and near misses. The practice had a formal system in place for the ongoing monitoring of significant events, incidents and accidents.
- Effective arrangements were in place to ensure that risks to patients and staff were assessed and well managed.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
- The practice had a programme of continuous clinical and internal audit in order to monitor quality and make improvements.
- The practice invested in staff development and training.
- 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 difficult to contact the surgery by telephone especially when trying to make an appointment.
- 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 engaged with and supported by the management.
- The practice proactively sought feedback from staff and patients. Actions were taken as a result of feedback.
- The provider was aware of and complied with the requirements of the duty of candour.
There were areas of practice where the provider should make improvements:
- Consider how the telephone access for patients could be improved.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice