Archived: Graham Road Surgery

Graham Road Surgery is a general medical practice (GP surgery) that provides NHS services to 3,000 patients in East Merton covering Mitcham, Figges Marsh and Gorringe Park areas. The provider is registered with the Care Quality Commission to provide the regulated activities: maternity and midwifery; treatment of disease disorder or injury and diagnostics and screening at one location, Graham Road. The practice is operated by a partnership of two GPs and a part time locum. One of the partners is the registered manager. The Surgery opening hours were between 09.00 and 19.00 Monday to Friday and from 10.00 and 12.30 on Saturdays. Outside of these hours patients rang the surgery and were put through to the NHS 111 service who assessed and if appropriate referred patients to the out of hours service provided by Harmoni - South West London.

We found the service was safe, effective, caring, responsive and well led. Feedback from patients indicated that they were satisfied with the arrangements for making an appointment, the repeat prescription process and the care and treatment they received, although we received negative comments about patients having to wait when attending an appointment. We saw patients were treated with dignity and respect by staff. Patients were involved in their treatment and given choices in referrals to other health services. Policies and procedures were in place for safeguarding, health and safety and infection control which staff had read and understood. Health and safety checks were completed, risk assessments were carried out and staff were aware of their responsibilities regarding safeguarding vulnerable adults and children. Clinical audits were completed and serious incidents were reported and learning was shared with all staff. We found systems in place to monitor and improve outcomes for patients. Annual medicine reviews were completed and the practice had links with other health and social care providers. Staff recruitment was in line with requirements. New staff completed an induction which included going through policies and procedures and how to use equipment and observing new staff to ensure they carried out their role to the required standard. GPs and staff were up to date with training and arrangements were in place for all staff to receive supervision and appraisals. The complaints policy was accessible to patients in the practice information booklet given to new patients and on the practice website. Staff meeting minutes showed learning from complaints and incidents were shared.