Dr Hakes & Partners

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection on 17 March 2016 at Dr Milner and Partners. 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 an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.

• 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.
• Not all patients said they found it easy to make an appointment with a named GP, however there was continuity of care, with urgent appointments available the same day.
• The practice had very 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.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw one area of outstanding practice:

• The practice offered open access to appointments for all patients under 16 years.

The areas where the provider should make improvements are:

• Ensure that all staff training is up to date.
• Paediatric defibrillator pads should be obtained.
• Completed actions from the Infection Prevention and Control (IPC) audit should be dated.
• The practice complaints response letter should include the Parliamentary Health Service Ombudsman contact details.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice