What is the Quality of Safety at Chilcote Surgery

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 so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Patients told us their privacy was respected during treatment and when waiting for appointments."

Positive

"We saw that staff did not enter the surgeries unannounced during our inspection demonstrating patients privacy and dignity were respected."

Positive

"Surgery doors were closed and clinical examination areas were screened to ensure patient privacy and dignity."

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

"The practice also had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella."

Positive

"Information about safety was recorded monitored appropriately reviewed and addressed."

Positive

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

Positive

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

Positive

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

Positive

"There was a health and safety policy available on the shared computer system."

Positive

"The practice used the National Reporting and Learning System NRLS eForm to report patient safety incidents."

Positive

"There was a lead health and safety member of staff for each of the two sites."

Neutral

"• The practice had an induction programme for newly appointed nonclinical members of staff that covered such topics as safeguarding fire safety health and safety and confidentiality."

Positive

"Clear lines of responsibility for making specific decisions about the provision safety and adequacy of the care provided at practice level were defined in the practice."

Positive

"This helped ensure patient safety and appropriate referrals to local agencies where concerns were identified."

Positive

"This ensured patient safety and the effectiveness of their treatment."

Positive

"Monitoring safety and responding to risk We saw that staffing levels were set based on the number of patients registered with the practice and varied depending on demand throughout the week."

Positive

"The plan showed they had completed many areas based on their role such as telephone answering patient care and safety health and safety and fire procedure familiarisation."

Positive

"All staff had a responsibility to ensure patient safety was maintained and where concerns were observed in relation to vulnerable people we saw these were reported to relevant organisations including the local authority."

Positive

"Risks assessments included the environment patient safety infection control ensuring vulnerable patients were protected the management of medicines staff recruitment record keeping health and safety and managing emergency situations."

Positive

"Medicines were regularly reviewed from a safety point of view by a pharmacist with whom the practice had a well established service."

Positive

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

Positive

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

Positive

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

Positive

"Patients were protected from the risks of abuse and avoidable harm as the practice took positive action to recognise risks and employed measures that ensured patient and staff safety."

Positive

"Safeguarding One of the GP partners had a practice lead responsibility for ensuring safeguarding of vulnerable adults and children and there was a practice expectation that all GPs were trained and aware of the signs and types of abuse and who to contact where there were concerns."

Positive

"All the staff we spoke with demonstrated a good understanding of the types of abuse which might occur as well as the signs and symptoms of abuse."

Positive

"Where abuse was suspected the practice took appropriate actions and worked in partnership with relevant agencies."

Positive

"The practice also had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella."

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."

Positive

"There was an infection control protocol in place and staff had Are services safe?"

Neutral

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

Positive

"Cleanliness and infection control Patients were cared for in a clean hygienic environment."

Positive

"Risks assessments included the environment patient safety infection control ensuring vulnerable patients were protected the management of medicines staff recruitment record keeping health and safety and managing emergency situations."

Positive

"We carried out a visual check of all areas of the practice and observed that all areas appeared clean tidy and free of items which may cause infection control risks."

Positive

"The practice nurse had responsibility for infection control and ensured adherence to practice policy across the staff team."

Neutral

"Routine hygiene audits were undertaken in accordance with the provider’s infection control policy."

Positive

"Leaflets included information on diet obesity smoking exercise alcohol preventing heart disease cervical screening breast screening sun and health."

Neutral

"For example the practice provided a weekly baby and young family clinic attended by a GP nurse health visitor midwife and nursery nurse."

Neutral

"The health visitor also had a child health clinic at the main practice."

Neutral

"A health visitor team was based at one practice enabling GPs and nursing staff to have regular communication with them."

Positive

"Appropriate signage was available throughout the practice that reminded staff and patients about good hygiene practices."

Neutral

"They run a computerised appointments system and a sign translate service is available for deaf patients."

Positive

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

Positive

"Results from the national GP patient survey showed patients were happy with how they were treated and that this was with compassion 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

"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 so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Patients told us about the quality of treatment they received and the respect dignity compassion and empathy they were shown by all members of the practice team."

Positive

"Staff were able to tell us about the values and philosophy of the practice and this encompassed key concepts such as compassion dignity and respect equality and quality which placed the patient at the centre of decision making."

Positive

"Respect dignity compassion and empathy The patients our expert by experience spoke with told them about the quality and value of the treatment they received."

Positive

"They told us about the respect dignity compassion and empathy they were shown by all members of the practice team."

Positive

"Patients were cared for and treated with dignity and respect in an environment which was accessible and ensured their privacy."

Positive

"We saw how the reception staff treated all patients with dignity and respect when they arrived for appointments."

Positive

"We saw that staff did not enter the surgeries unannounced during our inspection demonstrating patients privacy and dignity were respected."

Positive

"We heard detailed accounts about how clinical staff supported patients when their partners were unwell about effective pain management for a person who was dying and the high degree of emotional support they received from their GP."

Neutral

"Patients who made informal complaints or comments told us the practice had handled their complaint effectively and treated them with respect throughout the process."

Positive

"For example the practice manager discussed with GPs all complaint responses and examined whether any lessons could be learned."

Positive

"Where patients were unsure of the policy they told us they felt that if they complained to the doctor or receptionist their complaint would be listened to and acted on."

Positive

"Concerns and complaints The majority of patients told us they knew how to raise concerns or make a complaint about the practice."

Positive

"They told our accompanying GP that complaints were managed by the practice manager and learning was then shared with staff once the complaint was resolved to the patient’s satisfaction."

Neutral

"The practice had a clear complaints procedure which provided clear statements of how a response would be handled who was responsible for managing the complaint and the time frame they could expect a response within."

Neutral

"The practice had a clear complaints procedure which provided clear statements of how a response would be handled who was responsible for managing the complaint and the time frame they could expect a response."

Neutral

"Patients who made informal complaints or comments told us the practice had handled their complaint effectively and treated them with respect throughout the process."

Positive

"• There was an overarching governance framework which supported the delivery of the strategy and good quality care."

Positive

"Governance arrangements The practice had an overarching governance framework which supported the delivery of the strategy and good quality care."

Neutral

"The practice had a number of policies and procedures to govern activity and held regular governance meetings."

Neutral

"• Staff received training that included: safeguarding fire procedures basic life support and information governance awareness."

Positive

"The leadership management and governance of the practice assured the delivery of high quality patient centred care supported learning and innovation within and outside of the practice and promoted an open and fair culture."

Positive

"There was a clear staff list detailing individual areas of governance responsibility."

Positive

"We heard from the practice manager how they used clinical commissioning group CCG audits to inform their own governance reporting and practice improvement action plans."

Positive

"Leadership and culture The practice had eight partners each of who had lead roles in areas such as palliative care dermatology clinical governance mental health and safeguarding vulnerable patients."

Neutral

"We saw the provider had a range of governance policies and protocols which covered all aspects of the services it provided."

Positive

"Clinical audits were carried out to demonstrate quality improvement and all relevant staff were involved to improve care and treatment and people’s outcomes."

Positive

"Staff were able to tell us about the values and philosophy of the practice and this encompassed key concepts such as compassion dignity and respect equality and quality which placed the patient at the centre of decision making."

Positive

"The practice was amongst the highest performance group within the local clinical commissioning group CCG for the following services patient satisfaction quality of service and access to services."

Positive

"Patients told us about the quality of treatment they received and the respect dignity compassion and empathy they were shown by all members of the practice team."