What is the Quality of Safety at Upper Norwood Group Practice

Positive

"Staff had the skills knowledge and experience to deliver effective care and treatment; however there was no effective system in place to ensure mandatory training including safeguarding fire safety and basic life support are undertaken."

Positive

"The practice had systems in place for knowing about notifiable safety incidents and ensured this information was shared with staff to ensure appropriate action was taken."

Positive

"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."

Positive

"• Lessons were shared to make sure action was taken to improve safety in the practice."

Positive

"Lessons were shared to make sure action was taken to improve safety in the practice."

Positive

"When there were unintended or unexpected safety incidents patients received reasonable support truthful information a verbal and written apology and were told about any actions to improve processes to prevent the same thing happening again."

Positive

"• Risks to patients were not always assessed and well managed including those related to health and safety fire safety chaperoning and staff recruitment."

Positive

"• Risks to patients were not always assessed and well managed including those relating to health and safety and fire safety."

Positive

"We reviewed safety records incident reports national patient safety alerts and minutes of meetings where these were discussed."

Positive

"• While there were procedures in place for monitoring and managing risks to patient and staff safety these were not always suitable or adequate."

Positive

"The provider had not ensured adequate fire safety measures were in place and that fire drills were undertaken on a regular basis."

Positive

"There were areas of practice where the provider should make improvements: • Review the practice procedures to ensure all staff have fire safety training and that staff training records are kept upto date; ensure all portable electrical appliances are tested annually."

Positive

"Only one member of staff had received fire safety training."

Positive

"• The practice had not performed a health and safety risk assessment of the premises."

Positive

"The practice had systems in place for knowing about notifiable safety incidents."

Positive

"When there were unexpected or unintended safety incidents: • The practice gave affected people reasonable support truthful information and a verbal and written apology • They kept written records of verbal interactions as well as written correspondence."

Neutral

"• Staff received mandatory update training that included: safeguarding fire procedures basic life support and information governance awareness; however only one member of staff had fire safety training some of the clinical and nonclinical staff had not received annual basic life support training and safeguarding training relevant to their role."

Positive

"Patients said they felt the practice offered an excellent service and staff were helpful caring and treated them with dignity and respect."

Positive

"• Patients said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."

Positive

"• Patients said they were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."

Positive

"All the patients felt that they were treated with dignity and respect and were satisfied with their care and treatment."

Positive

"They also told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"• We saw staff treated patients with kindness and respect and maintained patient and information confidentiality."

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Positive

"Governance arrangements The practice had a governance framework; however it did not adequately support the delivery of the strategy and good quality care which impacted on the services being provided."

Neutral

"• Staff received mandatory update training that included: safeguarding fire procedures basic life support and information governance awareness; however only one member of staff had fire safety training some of the clinical and nonclinical staff had not received annual basic life support training and safeguarding training relevant to their role."

Positive

"This report describes our judgement of the quality of care at this service."

Positive

"They also told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Positive

"• Staff knew how to recognise signs of abuse in vulnerable adults and children."

Positive

"The practice nurse was the infection control clinical lead who liaised with the local infection prevention teams to keep up to date with best practice."

Neutral

"There was an infection control protocol in place and staff had received up to date training."

Neutral

"Annual infection control audits were undertaken and we saw evidence that action was taken to address any improvements identified as a result."