Archived: Parkview Centre for Health & Wellbeing Also known as Parkview Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Parkview Practice (Dr Canisius & Dr Hasan) 10 February 2016. Overall the practice is rated as requires improvement.

Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. However, reviews and investigations were not thorough enough. Patients did not always receive a verbal and written apology.

• Risks to patients were assessed and well managed, with the exception of those relating to staff recruitment checks.

• Although some audits had been carried out, we saw no evidence that audits were driving improvement in performance to improve patient outcomes.

• Patients were positive about their interactions with staff and said they were treated with compassion and dignity.

• Information about services and how to complain was available and easy to understand.

• Patients said they found it easy to make an appointment with a named GP and that 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.

The areas where the provider must make improvements are:

• Investigate safety incidents thoroughly, ensure lessons learned are communicated widely enough to support improvement and people affected receive reasonable support and a verbal and written apology.

• Ensure recruitment arrangements include all necessary employment checks for all staff and these are documented.

• Establish a system to keep all clinical staff up to date with current evidence based guidance and standards to deliver care and treatment that meet peoples’ needs.

In addition the provider should:

• Develop a programme of continuous clinical and internal audit and re-audit to monitor quality and to make improvements.

• Develop multidisciplinary team meetings to engage with relevant health and social care professionals to deliver a multidisciplinary package of care for patients with complex needs and ensure records are kept of these meetings.

• Develop a practice policy to follow up patients who did not attend for their cervical screening test.

• Advertise the interpreting service within the practice to inform patients of this service.

• Develop a strategy or business plan to reflect the practice vision and values.

• Establish a patient participation group (PPG) to gather feedback from patients.

• Strengthen governance arrangements for practice meetings including standing agenda items and minuting of all meetings.

• Undertake a regular analysis of the results of the Friends and Family Test survey and communicate with staff and patients any action being taken by the practice in response to this feedback.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice