Pitshanger Family Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at 09.30 on 7 January 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, well-led, effective, caring and responsive services. It was also good for providing services for older people, people with long term conditions, families children and young people, working age people including those recently retired, people whose circumstances make them vulnerable, and people experiencing poor mental health (including those with dementia).

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. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Risks to patients were assessed and well managed. An external infection control audit had taken place and the practice demonstrated they were compliant with infection control guidelines.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance. The majority of staff had received training appropriate to their roles.
• Information for patients on looking after their health was included in the practice newsletter which was issued four times a year.
• 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 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 responded to the results of patient surveys and was offering extended opening hours and had given information to patients on the option of a telephone consultation with a GP at the practice.
• 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 proactively sought feedback from staff and patients, which it acted on.

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should:

• Ensure all staff are aware of the chaperone policy and the role of the chaperone and ensure training is provided to members of staff who undertake a formal chaperone role.
• A training and development plan should be put in place for new staff to ensure they have the right skills and knowledge.
• Provide detailed awareness training for all staff on safeguarding adults at risk.
• Ensure audit cycles are completed to drive continual improvement.