Archived: Dr J.R. Naik and Partners Also known as Streetly Surgery

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Oaks Medical Centre Streetly on 16 August 2016. Overall the practice is rated as good. There are two surgery locations that form the practice; these consist of the main practice at Shady Lane Great Barr and the branch practice at Chester Road Streetly. Both locations have separate CQC registrations; we have therefore produced two reports. There is one patient list and systems and processes are shared across both sites. The data included in this report relates to both locations. During the inspection we visited both sites.

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 with the exception of a completed Disclosure and Barring Service (DBS) check for non-clinical staff who carried out chaperoning duties.
• There were arrangements in place to respond to emergencies and major incidents.
• 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; with the exception of formal training for staff who carried out chaperoning duties.
• There was a programme of continuous clinical audits, which demonstrated quality improvement and staff were actively engaged to monitor and improve patient outcomes.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the patient participation group. For example the practice introduced an electronic call management system; this improved the phone access which enable the practice to reduce the volume of missed appointments’.

• Patient feedback from the comment cards we received were positive, for example patients felt GPs were caring, supportive and patients felt listened to. However

• Information about services and how to complain was available and easy to understand. The practice actively reviewed complaints and how they are managed and responded to, and made improvements as a result. The provider was aware of and complied with the requirements of the duty of candour.

We saw one area of outstanding practice where the practice used their knowledge of the local community and patient population as levers to deliver high quality, person centred care. The practice expanded the clinical team in order to respond to population needs. For example:

• The practice held a health awareness event in March 2016 where guest speakers from health organisations and charities such as, Diabetes UK, Alzheimer’s society and Heart care were available. During the weekend patients were provided with the opportunity to speak to health care specialists to increase their knowledge in certain areas of health.

The areas where the provider should make improvement are:

• Ensure that staff undertaking chaperoning duties receive a Disclosure and Barring Service check and sufficient training to carry out this role.

• Ensure that recruitment procedures are operated effectively. For example the practice should ensure

• Explore ways of improving the uptake of national screening programs such as breast and bowel cancer screening.

• Explore ways of improving the amount of care plan, medication and face to face review carried out on patients with a learning disability.

• Ensure information for carers are available within the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice