The Care Quality Commission
  • Doctor
  • GP practice

Archived: Dr Neville Fernandes Also known as The Norwood Surgery

Overall: Good read more about inspection ratings

483 Norwood Road, West Norwood, London, SE27 9DJ (020) 8670 1000

Provided and run by:
Dr Neville Fernandes

All Inspections

23 August 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Neville Fernandes on 23 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 generally well managed. We found two areas of the premises that required minor repair. We also found the practice needed to take action to address the issues raised in the gas safety check and to ensure the lift was maintained at appropriate intervals.
  • 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 although they had not had training in the Mental Capacity Act (MCA) 2005 or the Duty of Candour. With the exception of the GP, staff had a limited knowledge of the MCA 2005, and no knowledge of the Duty of Candour.
  • 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 we saw complaints were dealt with promptly. 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 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 had an active patient participation group and acted on its suggestions.
  • We found the fire evacuation records; children’s safeguarding policy, complaints policy, recruitment files and infection control audit needed updating.

The areas where the provider should make improvement are:

  • Keep recruitment files up to date and ensure they contain the information required in the regulations.

  • Keep a record of fire evacuation drills.

  • Introduce a quality improvement programme which includes re-auditing to complete the audit cycle.

  • Keep under review how best to address (some) patients’ preference for a female GP.

  • Ensure staff have and maintain an understanding of MCA and Duty of Candour appropriate to their roles.

  • Add contact details for external authorities to the safeguarding children policy and review the complaints procedure to make it practice specific.

  • Keep records suitable for review and auditing purposes of actions taken in response to audits, risk assessments and safety checks.

  • Carry out repairs to the premises.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice

4 June 2013

During a routine inspection

We spoke with nine patients, including two active members of the Patient Participation Group (PPG), and with clinical and non-clinical staff at the practice.

All of the patients spoken with told us they considered themselves " fortunate" to be registered with a small surgery. People felt the advantages of a small practice were that it facilitated a more personalised approach as doctors got to know them as individuals.

Patients praised the initiative of the GP in making changes to services and developing the walk in clinic on two days a week, they felt this showed how the needs of the local people were considered. There was a reduction of patients from this practice attending hospital accident and emergency departments in the last six months and this was attributed to patients being able to access the walk in clinic.

All the patients we spoke with understood the care and treatment choices available to them and the options to request the GP make a referral to their preferred hospital for consultation and treatment.

People told us they found practice staff "friendly" and "most helpful".

A person described the professional and kindly approach of the GP, they said "the GP is really kind and understanding, he was supportive and took the time to explain the impact of my condition, I am glad I am a patient at the practice".