Latest Snippet(s)
Positive
"Privacy and dignity The practice respected respect patients’ privacy and dignity."
2015-08-27 Snippet(s)
Positive
"The members shared their views on how helpful staff were how they had listened to concerns raised about privacy and overheard conversations at the practice reception appointment times and long waits when seeing the GP."
Latest Snippet(s)
Positive
"• We discussed with the practice the need to ensure that the extended role for of the health care assistant to support the appointment triage system was supported by a detailed protocol as part of the safety netting process for this task."
Positive
"Track record on safety The practice had a good track record on safety."
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established proper policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
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 acted on and 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
"• There were risk assessments in relation to safety issues."
Positive
"This helped it to understand risks and gave a clear accurate and current picture of safety that led to safety improvements."
Neutral
"At this inspection we found: • The practice had clear systems to manage risk so that safety incidents were less likely to happen."
2015-08-27 Snippet(s)
Positive
"Learning and improvement from safety incidents The practice had systems in place for reporting recording and monitoring significant events including significant events."
Positive
"Information about safety was recorded monitored appropriately reviewed and addressed."
Positive
"Reliable safety systems and processes including safeguarding There was a local policy for child and adult safeguarding."
Positive
"Monitoring safety and responding to risk The practice had systems processes and policies in place to manage and monitor risks to patients staff and visitors to the practice."
Positive
"The GPs told us clinical audits were often linked to medicines management information safety alerts or as a result of information from the quality and outcomes framework QOF."
Positive
"Health and safety information was displayed for staff to see and there was an identified health and safety representative."
Positive
"This will enable closer monitoring and management of patient safety risks."
Positive
"For example reported incidents national patient safety alerts as well as comments and complaints received from patients."
Positive
"The practice also had a health and safety policy."
Latest Snippet(s)
Positive
"• Staff took steps including working with other agencies to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Latest Snippet(s)
Positive
"• The practice website offered useful information and sign posting for patients."
2015-08-27 Snippet(s)
Positive
"Staff were knowledgeable about how to support patients with alcohol and drug addictions sign posting them to support services locally."
Positive
"A number of patient information leaflets and posters were available in the waiting area sign posting patients to agencies that could provide support to the patient or their families."
Neutral
"Hand washing techniques signage was displayed in staff and patient toilets."
Neutral
"Patient information sign posted young people to sexual health services in the area."
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
"Privacy and dignity The practice respected respect patients’ privacy and dignity."
Positive
"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established proper policies procedures and activities to ensure safety and assured themselves that they were operating as intended."
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 harassment discrimination and breaches of their dignity and respect."
2015-08-27 Snippet(s)
Positive
"They said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."
Positive
"Patients we spoke with on the day of the inspection said they were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."
Positive
"Overall patients reported being treated by staff with dignity and respect and in general they were satisfied with the care they received."
Positive
"We saw that staff treated patients with kindness and respect and maintained confidentiality."
Positive
"They commented that they were treated with respect and dignity."
Positive
"The room was bright and had adequate space the reception area was open plan and reception staff tried to respect patient confidentiality during conversations."
Latest Snippet(s)
Positive
"• The practice actively promoted equality and diversity."
Neutral
"Staff had received equality and diversity training."
2015-08-27 Snippet(s)
Positive
"Tackling inequity and promoting equality The practice recognised the needs of different groups in the planning of its services."
Neutral
"The practice provided equality and diversity training through elearning."
Latest Snippet(s)
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."
2015-08-27 Snippet(s)
Positive
"Mostly staff told us that if an incident occurred or a patient complaint was made it would be reported to the practice manager or GP on duty."
Positive
"None of the patients we spoke with had ever needed to make a complaint about the practice."
Positive
"We were clear that listening and learning had taken place following a patient complaint but the practice did not routinely develop an action plan for improvement and to enable the management monitor the actions agreed."
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 interactive and coordinated personcentred care."
2015-08-27 Snippet(s)
Positive
"The practice held monthly staff meetings where governance issues and risks were discussed."
Neutral
"The practice regularly submitted governance and performance data to the CCG."
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 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."
2015-08-27 Snippet(s)
Positive
"Staff spoke positively about the culture in the practice around audit and quality improvement noting there was an expectation that all clinical staff should undertake at least one audit a year."
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."
2015-08-27 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2015-08-27 Snippet(s)
Positive
"Cleanliness and infection control The premises were clean and tidy and cleaning schedules were in place."
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."
Positive
"Medicine and infection control systems were safe."
Neutral
"All staff received induction training about infection control specific to their role and received annual updates."
Neutral
"For example there was a lead nurse for infection control and a lead for safeguarding."