The Steven Shackman Practice

Updated 19 September 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at 8.30am on 12 January 2016. Overall the practice is rated as good

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

• There was an open and transparent approach to safety and a system in place for reporting and recording significant events. However there were inconsistencies in the recording of significant events, and analyses were not always thorough.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• 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 did not have to wait too long for an appointment although an appointment with a named GP could take up to three weeks. Urgent appointments were available the same day.
• The practice had adequate facilities and was 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.
• The provider was aware of and complied with the requirements of the Duty of Candour.
• There was a vision to deliver high quality care and promote good outcomes for patients.
• There was a programme of clinical audit in place to monitor and improve outcomes for patients.

We saw one area of outstanding practice:

The practice operated a ‘Health Information Station’ run by a team of patient volunteers. The volunteers help patients to find information on health related issues from books, leaflets, DVDs/CDs and the internet. The books, DVDs and CDs were available to patients on free loan. The volunteers also helped patients access local support groups such as those for weight loss, social services and local fitness classes as well as signposting patients to community events.

However there were areas of practice where the provider must make improvements:

• Review the procedures for managing significant events and national patient safety alerts.
• Review safeguarding policies and procedures.
• Ensure actions are completed from infection control audits and maintain records of the cleaning of the privacy curtains in the consultation rooms.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 10 March 2016

The practice is rated as good for the care of people with long-term conditions.

• Nursing staff had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority.

• QOF performance for diabetes related indicators was 98.8%, which was 12.6% above CCG average and 9.6% above national average.

• Longer appointments and home visits were available when needed.

• All these patients had a named GP and a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.

Updated 10 March 2016

The practice is rated as good for the care of families, children and young people.

• Immunisation rates were relatively high for all standard childhood immunisations.

• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals.

• The percentage of patients aged 25 to 64 years old with a recorded smear test performed was 80% in the previous year.

• Appointments were available outside of school hours and the premises were suitable for children and babies.

Updated 10 March 2016

The practice is rated as good for the care of older people.

• The practice offered proactive, personalised care to meet the needs of the older people in its population.

• It was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.

Updated 10 March 2016

The practice is rated as good for the care of working-age people (including those recently retired and students).

• The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.

• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.

Updated 10 March 2016

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia).

• Performance for QOF mental health related indicators was 100%, which was above CCG and national averages.

• The practice regularly worked with multi-disciplinary teams in the case management of people experiencing poor mental health, including those with dementia.

• The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.

• Staff had a good understanding of how to support people with mental health needs and dementia.

Updated 10 March 2016

The practice is rated as good for the care of people whose circumstances may make them vulnerable.

• The practice had no barriers to registering patients living in vulnerable circumstances.

• The practice offered longer appointments for patients with a learning disability.

• The practice regularly worked with multi-disciplinary teams in the case management of vulnerable people.

• The practice informed vulnerable patients about how to access various support groups and voluntary organisations.

• Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours. However, not all safeguarding information was up to date.