This practice is rated as requires improvement overall. (Previous rating October 2017 – Inadequate)
The key questions are rated as:
Are services safe? – Good
Are services effective? – Requires Improvement
Are services caring? – Requires Improvement
Are services responsive? – Good
Are services well-led? - Good
We carried out an announced comprehensive inspection of this practice on 8 December 2014 when the practice was rated as requiring improvement overall (inadequate for providing responsive services; requires improvement for providing safe, effective, caring and well-led services).
We carried out another announced comprehensive inspection on 7 November 2016 when the practice continued to be rated as requiring improvement overall (requires improvement for providing safe, effective and caring, responsive and well-led services).
We carried out a further announced comprehensive inspection on 29 September and 4 October 2017, when the practice was rated as inadequate overall (inadequate for providing safe, effective and caring, responsive and well-led services). As a result, the practice was placed into special measures.
The full comprehensive reports on these previous three inspections can be found at: .
At this inspection we found:
- The practice had improved many aspects of how the service was managed and delivered. There was improved leadership capacity within the practice, and this had supported a focus on addressing previous areas of concern.
- The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
- The practice had started to review the effectiveness and appropriateness of the care they provided. They ensured that care and treatment was delivered according to evidence- based guidelines. However, performance in some areas was lower than comparators.
- Staff involved and treated patients with compassion, kindness, dignity and respect. However, the practice had not yet demonstrated the improvements they had implemented were leading to improved patient satisfaction levels.
- Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
The areas where the provider should make improvements are:
- Follow up and maintain evidence of a full employment history for all new and existing staff.
- Develop a system to increase identification of patients who are also carers and continue to develop support for carers.
- Provide information to patients on the complaints process in a range of the most common language spoken by patients whose first language was not English.
- Develop and build upon the quality improvement arrangements to ensure the practice monitors and acts upon information about the quality of the service and clinical audits to support continued service improvements.
I am taking this practice out of special measures. This recognises the significant improvements made to the quality of care provided by this service.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice