What is the Quality of Safety at Heatherbrook Surgery

Positive

"Privacy and dignity The practice respected patients’ privacy and dignity."

Positive

"Track record on safety The practice had a good 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

"The practice learned from external safety events as well as patient and medicine safety alerts."

Positive

"Practice leaders had oversight of national and local safety alerts incidents and complaints."

Positive

"• The practice had a suite of safety policies including adult and child safeguarding 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 comprehensive risk assessments in relation to safety issues."

Positive

"• There was a system for receiving and acting on safety alerts."

Neutral

"At this inspection we found: • The practice had clear systems to manage risk so that safety incidents were less likely to happen."

Neutral

"This helped it to understand risks and gave a clear accurate and current picture that led to safety improvements."

Positive

"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."

Neutral

"• A midwife and a health visitor held regular clinics at the practice."

Positive

"Kindness respect and compassion Staff treated patients with kindness respect and compassion."

Positive

"• Staff involved and treated patients with compassion kindness dignity and respect."

Positive

"Privacy and dignity The practice respected 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."

Positive

"• The practice was not an outlier in respect of prescribing indicators."

Neutral

"• The practice was not an outlier in respect of the percentage of new cancer cases who were referred using the urgent two week wait referral pathway."

Positive

"• The practice actively promoted equality and diversity."

Neutral

"Staff had received equality and diversity training."

Positive

"• Information about how to make a complaint or raise concerns was available."

Positive

"• The complaint policy and procedures were in line with recognised guidance."

Positive

"We reviewed one complaint and found that they were satisfactorily handled in a timely way."

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."

Positive

"It was also investing in creating a practice intranet that would allow all clinical and information governance processes to be fully systemised."

Positive

"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."

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

"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."