Latest Snippet(s)
Positive
"Privacy and dignity The practice respected patients’ privacy and dignity."
2015-12-10 Snippet(s)
Positive
"Patients we spoke with including those from the Patient Participation Group told us they were satisfied with the care and treatment provided by staff and that their privacy and dignity was respected."
Positive
"Patients told us their privacy and dignity was maintained staff spoke with them respectfully and they were involved in decisions about their care and treatment."
Positive
"Curtains were provided in consultation and treatment rooms to maintain patients’ privacy and dignity during examinations and treatment."
Neutral
"Eight of the remaining cards contained some positive comments and raised a few issues regarding having to wait too long to be seen not being informed when their GP retired and lack of privacy at reception."
Latest Snippet(s)
Positive
"• External quality alerts were submitted to the Clinical Commissioning Group CCG where the practice identified quality and safety issues linked to incidents involving secondary care services."
Positive
"Track record on safety The practice had a good track record on safety."
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
"• The practice acted on and learned from external safety events as well as patient and medicine safety alerts."
Positive
"• Practice leaders had established policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
Positive
"Practice leaders had oversight of safety alerts incidents and complaints."
Positive
"• There were comprehensive risk assessments in relation to safety issues."
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."
2015-12-10 Snippet(s)
Positive
"Management lead through learning and improvement The practice demonstrated that they prioritised safety used audits and learning from complaints and significant events to make improvements to the care and treatment patients received."
Positive
"We saw lessons learned were shared to ensure improvements to safety were made."
Positive
"Staff completed training in fire safety and an annual fire drill was planned."
Positive
"The practice had developed policies regarding health and safety which were accessible to all staff."
Positive
"Overview of safety systems and processes The practice had clear policies procedures and systems in place to keep people safe which included: • Arrangements were in place to safeguard children and vulnerable adults from abuse."
Positive
"Information about safety was recorded monitored and reviewed."
Positive
"The practice manager received national safety alerts and sent these on to relevant clinical staff."
Positive
"Health and safety policies were in place and kept under review and posters displayed relevant information for staff."
Neutral
"We looked at the provider’s policies and a range of records including staff recruitment and training files health and safety building and equipment maintenance infection control complaints significant events and clinical audits."
Neutral
"• The practice had an induction programme for new staff which included essential policies such as confidentiality fire safety first aid health and safety and safeguarding."
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."
2015-12-10 Snippet(s)
Positive
"Staff knew how to recognise signs of abuse in vulnerable patients and were aware of their responsibilities to report concerns and how to contact the relevant agencies in normal working hours and out of hours."
2015-12-10 Snippet(s)
Neutral
"For example those receiving end of life care carers those at risk of developing a longterm condition and those requiring information and advice on their diet and smoking cessation."
Latest Snippet(s)
Neutral
"On the first floor there are dental midwifery health visitor sexual health and family planning services available from other providers."
Latest Snippet(s)
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
"• The practices GP patient survey results were above or in line with local and national averages for questions relating to kindness respect and compassion."
Positive
"Privacy and dignity The practice respected patients’ privacy and dignity."
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control."
Positive
"• Staff 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."
2015-12-10 Snippet(s)
Positive
"Patients we spoke with including those from the Patient Participation Group told us they were satisfied with the care and treatment provided by staff and that their privacy and dignity was respected."
Positive
"We saw staff treated patients with kindness respect and maintained confidentiality."
Positive
"Patients told us their privacy and dignity was maintained staff spoke with them respectfully and they were involved in decisions about their care and treatment."
Positive
"Curtains were provided in consultation and treatment rooms to maintain patients’ privacy and dignity during examinations and treatment."
Latest Snippet(s)
Positive
"• The practice actively promoted equality and diversity."
Neutral
"Staff had received equality and diversity training."
Latest Snippet(s)
Positive
"• Information about how to make a complaint or raise concerns was available."
2015-12-10 Snippet(s)
Positive
"Information about how to make a complaint was available to patients and complaints were dealt with effectively."
Positive
"We saw information about how to make a complaint was displayed at the practice included in the patient leaflet and available on the practice website."
Positive
"The practice invited patients who made a complaint to join the Patient Participation Group we saw evidence of this in responses to complainants."
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."
2015-12-10 Snippet(s)
Positive
"Governance arrangements The practice had a governance framework which supported the delivery of good quality care."
Positive
"Clinical staff completed training and attended regular refresher courses including cytology diabetes care immunisations information governance Mental Capacity Act and phlebotomy."
Neutral
"The practice had developed policies and procedures to govern activity and held regular governance meetings."
Neutral
"The partners met weekly for clinical governance meetings to review how the practice was operating and discuss future improvements."
Latest 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
"• A range of quality improvement measures including clinical audit had a positive impact on quality of care and outcomes for patients."
Positive
"Exception reporting is intended to allow practices to achieve quality improvement indicators without being penalised for patient specific clinical circumstances or other reasons beyond the practice’s control."
Positive
"The areas where the provider should make improvements are: • Further develop quality improvement systems to include monitoring and analysing trends from verbal patient feedback."
Positive
"• The practice was actively involved in quality improvement activity including clinical audit."
Positive
"A range of procedural audits clinical audits and other quality improvement projects had been developed."
Latest Snippet(s)
Positive
"• A range of quality improvement measures including clinical audit had a positive impact on quality of care and outcomes for patients."
Positive
"• The practice used information technology systems to monitor and improve the quality of care and to ensure patients received care and treatment in a timely way."
Positive
"• We found that there were systems designed to monitor and improve quality of care to ensure that patients were monitored appropriately including clear exception reporting protocols and the use of computer software to automatically identify any data coding issues and patients at risk of longterm conditions."
Positive
"This report describes our judgement of the quality of care at this service."
Positive
"• The practice considered and understood the impact on the quality of care of service changes or developments."
2015-12-10 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2015-12-10 Snippet(s)
Positive
"Arrangements for infection control were suitable."
Neutral
"We looked at the provider’s policies and a range of records including staff recruitment and training files health and safety building and equipment maintenance infection control complaints significant events and clinical audits."
Neutral
"The practice had developed infection control policies."
Neutral
"Two of the nurses were the infection control leads."