Courtenay House Surgery Also known as Drs Greenish, Williams & Nguyen

This practice is rated as Good overall. (Previous inspection February 2016 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Courtenay House Surgery on 27 February 2018 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions.

At this inspection we found:

• 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 routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• Governance structures, systems and processes were effective and enabled the provider to identify, assess and mitigate risks to patients, staff and others.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The area where the provider should make improvements is:

Establish a process to ensure information about the Parliamentary and Health Service Ombudsman is provided to patients when responding to complaints, in line with NHS complaints procedures and guidance.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice