Latest Snippet(s)
Positive
"However we observed a member of the reception team handling a patient’s confidential concerns in a proactive and positive manner and ensuring the patient’s privacy and dignity was maintained."
Positive
"Privacy and dignity The practice respected patients’ privacy and dignity."
2017-12-27 Snippet(s)
Positive
"Privacy and dignity The practice respected and promoted patients’ privacy and dignity."
2015-03-05 Snippet(s)
Positive
"• Patients were treated with respect and their privacy was maintained."
Positive
"There was a privacy and dignity policy in place and all staff had access to this."
Neutral
"We saw that all clinical rooms had window blinds and privacy screening."
Latest Snippet(s)
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
Positive
"We saw from practice meeting minutes the practice learned and shared lessons identified themes and took action to improve safety in the practice."
Positive
"The practice had a system in place to ensure patient and medicine safety alerts were processed in a timely manner and patients were recalled where appropriate."
Positive
"All staff received uptodate safeguarding and safety training appropriate to their role."
Positive
"• There was a strong emphasis on the safety and wellbeing of all staff."
Positive
"• We saw evidence the practice acted on and learned from external safety events as well as patient and medicine safety alerts."
Positive
"Practice leaders had oversight of safety alerts incidents and complaints."
Positive
"Track record on safety • At the previous inspection the practice did not have effective risk assessments in place relating to fire or legionella."
Positive
"• The practice monitored and reviewed safety using information from a range of sources."
Neutral
"At this inspection we found: • The practice had clear systems to manage risk so that safety incidents were less likely to happen."
Neutral
"At this inspection the practice had taken action in relation to this and had comprehensive risk assessments in place relating to safety issues such as health and safety fire legionella."
2017-12-27 Snippet(s)
Positive
"There were clear systems in place for a zero tolerance approach to staff safety and staff felt protected by this."
Positive
"Track record on safety The practice did not have effective systems in place to maintain a complete safety record."
Positive
"The practice learned and shared lessons identified themes and took action to improve safety in the practice."
Positive
"• All staff received uptodate safeguarding and safety training appropriate to their role."
Positive
"• There was a strong emphasis on the safety and wellbeing of all staff."
Positive
"At this inspection we found: • The practice had clear systems to manage safety incidents."
Positive
"The practice learned from external safety events as well as patient and medicine safety alerts."
Positive
"• Practice leaders had established proper policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
Positive
"• The practice had a suite of safety policies which were regularly reviewed and communicated to staff."
Positive
"Staff received safety information for the practice as part of their induction and refresher training."
Positive
"• There were risk assessments in relation to safety issues however these required review."
Positive
"• There was an up to date health and safety risk assessment which covered areas including home visits work station assessments and building and premises."
Positive
"• There was a system for receiving and acting on safety alerts."
Neutral
"The areas where the provider must make improvements are: • Ensure that the practice assesses and mitigated the risks to the health and safety of service users and staff."
Neutral
"This helped it to understand risks and gave a clear accurate and current picture that led to some safety improvements."
2015-03-05 Snippet(s)
Positive
"Staff had received regular fire safety training and participated in regular fire drills to maintain their knowledge of how to respond in an emergency."
Positive
"Monitoring Safety & Responding to Risk There was a fire safety risk assessment in place."
Positive
"Effective systems were in place for reporting safety incidents."
Positive
"Information about safety was recorded monitored appropriately reviewed and addressed."
Positive
"The GPs held regular meetings to review safety within the practice to ensure all relevant actions had been taken."
Positive
"Learning and improvement from safety incidents The practice had a system in place for reporting recording and monitoring significant events incidents and accidents."
Positive
"For example reported incidents national patient safety alerts as well as comments and complaints received from patients."
Positive
"Reliable safety systems and processes including safeguarding The practice had systems to manage and review risks to vulnerable children young people and adults."
Positive
"There was a health and safety policy in place and staff knew where to access it."
Latest Snippet(s)
Positive
"• Staff took steps including working with other agencies to protect patients from abuse neglect discrimination and breaches of their dignity and respect."
2017-12-27 Snippet(s)
Positive
"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Positive
"• The practice had a staff member who had undertaken domestic abuse training and had cascaded this learning down to the team."
2015-03-05 Snippet(s)
Positive
"Staff knew how to recognise signs of abuse in older people vulnerable adults and children."
Latest Snippet(s)
Positive
"Kindness respect and compassion Staff treated patients with kindness respect and compassion."
Positive
"• The practices GP patient survey results were mainly in line with local and national averages for questions relating to kindness respect and compassion."
Positive
"However we observed a member of the reception team handling a patient’s confidential concerns in a proactive and positive manner and ensuring the patient’s privacy and dignity was maintained."
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
Positive
"Privacy and dignity The practice respected patients’ privacy and dignity."
Positive
"• Staff we spoke with recognised the importance of people’s dignity and respect."
Positive
"• Staff took steps including working with other agencies to protect patients from abuse neglect discrimination and breaches of their dignity and respect."
2017-12-27 Snippet(s)
Positive
"Kindness respect and compassion Staff treated patients with kindness respect and compassion."
Positive
"Privacy and dignity The practice respected and promoted patients’ privacy and dignity."
Positive
"• Staff recognised the importance of patients’ dignity and respect."
Positive
"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control."
2015-03-05 Snippet(s)
Positive
"Patients said they were treated with compassion dignity and respect and they were involved in care and treatment decisions."
Positive
"We saw that staff treated patients with kindness and respect ensuring confidentiality was maintained."
Positive
"We observed patients being treated with dignity and respect throughout the time we spent at the practice."
Positive
"• Patients were treated with respect and their privacy was maintained."
Positive
"There was a privacy and dignity policy in place and all staff had access to this."
Latest Snippet(s)
Positive
"• The practice promoted equality and diversity."
Neutral
"Staff had received equality and diversity training."
2017-12-27 Snippet(s)
Positive
"• The practice actively promoted equality and diversity."
Neutral
"Staff had received equality and diversity training."
2015-03-05 Snippet(s)
Positive
"Tackling inequity and promoting equality The practice had recognised the needs of different groups in the planning of its services."
Neutral
"The practice had equality and diversity policy and staff were aware of it."
Latest Snippet(s)
Positive
"• Information about how to make a complaint or raise concerns was available we saw evidence of this in the waiting areas on the practice website and in practice literature."
Positive
"• The complaint policy and procedures were in line with recognised guidance."
2017-12-27 Snippet(s)
Positive
"For example there was now a sign in reception that directed patients to reception if they required a glass of water after a complaint was made relating to a lack of water dispensers."
Positive
"• The complaint policy and procedures were in line with recognised guidance."
2015-03-05 Snippet(s)
Positive
"The patient leaflet included information about how to make a complaint if patients needed to."
Positive
"Practice staff told us that the outcome and any lessons learnt following a complaint were disseminated to relevant staff."
Latest Snippet(s)
Positive
"• Structures processes and systems to support good governance and management were clearly set out understood and effective."
Positive
"Governance arrangements There were clear responsibilities roles and systems of accountability to support good governance and management."
Positive
"The governance and management of partnerships joint working arrangements and shared services promoted coordinated personcentred care."
2017-12-27 Snippet(s)
Positive
"• Structures processes and systems to support good governance and management were clearly set out understood and effective."
Positive
"Governance arrangements There were clear responsibilities roles and systems of accountability to support good governance and management."
Positive
"The governance and management of partnerships joint working arrangements and shared services promoted interactive and coordinated personcentred care."
2015-03-05 Snippet(s)
Positive
"The practice had a clear governance structure designed to provide assurance to patients and the local clinical Commissioning Group CCG that the service was operating safely and effectively."
Neutral
"The practice held regular governance meetings."
Latest Snippet(s)
Positive
"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."
2017-12-27 Snippet(s)
Positive
"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."
Latest Snippet(s)
Positive
"Monitoring care and treatment The practice had a comprehensive programme of quality improvement activity and routinely reviewed the effectiveness and appropriateness of the care provided."
Positive
"• The practice was actively involved in quality improvement activity."
2017-12-27 Snippet(s)
Positive
"Monitoring care and treatment The practice had a comprehensive programme of quality improvement activity and routinely reviewed the effectiveness and appropriateness of the care provided."
Latest Snippet(s)
Positive
"• Clinical audit had a positive impact on quality of care and outcomes for patients."
Positive
"This report describes our judgement of the quality of care at this service."
2017-12-27 Snippet(s)
Positive
"Good As part of our inspection process we also look at the quality of care for specific population groups."
Positive
"• Clinical audit had a positive impact on quality of care and outcomes for patients."
Positive
"This report describes our judgement of the quality of care at this service."
2015-03-05 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2017-12-27 Snippet(s)
Positive
"For example there was now a sign in reception that directed patients to reception if they required a glass of water after a complaint was made relating to a lack of water dispensers."
Neutral
"Staff were required to sign these policies once they had read them."
2015-03-05 Snippet(s)
Positive
"An infection control policy and supporting procedures were available for staff to refer to which enabled them to plan and implement control of infection measures."
Neutral
"The practice had a lead for infection control who had received further training for this role."
Neutral
"We were shown a copy of the annual infection control audit of the premises that had been carried out by NHS Norfolk."
Neutral
"We discussed these with the infection control lead."