Archived: Hillside Bridge Health Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hillside Bridge Health Centre on 13 September 2016. Overall the practice is rated as requires improvement.

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.
• Risks to patients were assessed and well managed.

• Results from the national GP patient survey showed the practice was rated below average for its satisfaction scores on consultations with GPs and nurses.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. We saw that development and learning was prioritised by the practice and staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment during consultations with their GP.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a GP and there was continuity of care, with urgent appointments available the same day.
• There was a clear leadership structure and staff felt supported by management. Staff told us that they would feel confident to raise any concerns with the lead GP or practice manager.
• The provider was aware of and complied with the requirements of the duty of candour.
• Overall the practice had good facilities and was well equipped to treat patients and meet their needs.
• The practice ensured that every locum always completed an ‘End of Shift Check Out Form’ which ensured continuity of care for patients.
• All patients who attended accident and emergency (A&E) or had an unplanned hospital admission were reviewed and their needs assessed.

The areas where the provider should make improvements are

• The provider should develop an action plan to address low patient satisfaction scores.
• Put systems in place to improve and monitor patient satisfaction so that it is in line with national survey results.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice