28 July 2016
During an inspection looking at part of the service
Letter from the Chief Inspector of General Practice
On 9 December 2015 during a comprehensive inspection of Circuit Lane Surgery we found concerns related to the following: The practice had not evaluated patient feedback in relation to the care received from clinical staff and patient feedback reported poor access to appointments at the practice. In addition we found the practice was not recording the checks of emergency equipment, had failed to dispose of an out of date controlled medicine and had not made patients aware of the availability of a chaperone service. The report setting out the findings of the inspection was published in January 2016.
Following the inspection the practice sent us an action plan detailing how they would improve on the areas of concern. We carried out an announced focused inspection of Circuit Lane Surgery on 28 July 2016 to ensure the changes the practice told us they would make had been implemented and to apply an updated rating.
We found the practice had made significant improvements since our last inspection on 9 December 2015. We have re-rated the practice overall as good. Specifically, they had made improvements to the provision of responsive provision of services although they remain rated as requires improvement for provision of caring services. The ratings for the practice have been updated to reflect our findings.
At this inspection we found:
- The controlled medicines found at the previous inspection had been appropriately destroyed. The practice was following their assessment by not holding controlled medicines on the premises.
- The chaperone service was promoted by display of posters in the waiting room and each consulting and treatment room.
- The practice held records of regular checks of the emergency equipment.
- Patient feedback in regard to accessing the practice by telephone had improved. The practice had installed a new telephone system with more incoming lines in April 2016.
- Patient feedback in regard to obtaining an appointment in a timely manner had improved. The practice had introduced a revised appointment system in February and March 2016.
- Patient feedback in regard to being treated with care and concern had improved.
- The practice had invested in customer care training to support staff in delivery of a compassionate service to patients.
However,
- Patient feedback in relation to continuity of care was not wholly positive.
- Patients continued to report problems with the issue of repeat prescriptions
The areas where the provider must make improvements are:
- Responding to feedback from patients in regard to improving continuity of care and clinicians treating patients with care and concern.
In addition the provider should:
- Ensure repeat prescriptions are produced efficiently and in a timely manner.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice