Dr Kanchan Arora - Care Quality Commission

Background to this inspection

Updated 28 February 2017

Dr Kanchan Arora (also known locally as Great Hollands Medical Practice) is situated in Bracknell. The practice is located in a purpose built premises and shared with another GP practice. Premises are accessible for patients and visitors who have difficulty managing steps. All patient services are offered on the ground floor. The practice comprises of two consulting rooms, two treatment rooms, a patient waiting area shared with other provider, reception area, administrative and management offices.

Great Hollands Medical Practice is situated in rented spaces from the Berkshire Healthcare NHS Foundation Trust and the facilities are managed by the respective organisation.

The practice has core opening hours from 8am to 6.30pm Monday to Friday. The practice has offered a range of scheduled appointments to patients every weekday from 9am to 6.20pm including open access appointments with a duty GP. Extended hours appointments are available four evenings a week (Monday to Thursday) from 6.30pm to 7pm.

The practice had a patient population of approximately 4,100 registered patients. The practice population of patients aged between 0 to 14 years and 25 to 49 years is higher than the national average and there are a lower number of patients aged above 50 years old compared to the national average. The practice serves a large ethnic population (22%), with diverse cultural beliefs and needs. The practice is located in a part of Bracknell with the highest levels of income deprivation in the area, including 23% children living in the poverty.

There is one principal GP and one locum GP at the practice. One GP is male and one female. The practice employs a practice nurse and a health care assistant. The practice manager is supported by a team of administrative and reception staff. Services are provided via a General Medical Services (GMS) contract (GMS contracts are negotiated nationally between GP representatives and the NHS).

Services are provided from following location:

Dr Kanchan Arora

Great Hollands Square

Bracknell

RG12 8WY

The practice has opted out of providing out of hours services to their patients. There are arrangements in place for services to be provided when the practice is closed and these are displayed at the practice, in the practice information leaflet and on the patient website. Out of hours services are provided during protected learning time, and after 6:30pm, and on weekends and bank holidays by East Berkshire Primary Care Out of Hours Service by calling NHS 111.

Overall inspection

Good

Updated 28 February 2017

Letter from the Chief Inspector of General Practice

Our previous comprehensive inspection at Dr Kanchan Arora (Great Hollands Medical Practice) on 1 June 2016 found breaches of regulations relating to the safe, effective and well-led delivery of services. The overall rating for the practice was requires improvement. Specifically, we found the practice to require improvement for provision of safe, effective and well led services. It was good for providing caring and responsive services. Consequently we rated all population groups as requires improvement. The full comprehensive report on the June 2016 inspection can be found by selecting the ‘all reports’ link for Dr Kanchan Arora (Great Hollands Medical Practice) on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 8 February 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 1 June 2016. This report covers our findings in relation to those requirements and improvements made since our last inspection.

We found the practice had made improvements since our last inspection. At our inspection on the 8 February 2017 we found the practice was meeting the regulations that had previously been breached. We have amended the rating for this practice to reflect these changes. The practice is now rated good for the provision of safe, effective, caring, responsive and well led services. Overall the practice is now rated as good. Consequently we have rated all population groups as good.

Our key findings were as follows:

All staff who acted as a chaperone had received a Disclosure and Barring Service (DBS) checks and staffing levels were reviewed to keep patients safe and safeguarded from abuse.
Blank prescription forms and pads were kept securely and tracked through the practice.
The practice was operating an effective system to monitor the cleaning standards in the premises.
We found that completed clinical audit cycles were driving positive outcomes for patients.
There was an effective system in place to follow up patients on two weeks referral procedure for hospital appointments.
Staff had undertaken training relevant to their role.
The practice had demonstrated improvements in patients’ outcomes for patients with learning disabilities and patients experiencing poor mental health.
The practice had installed a hearing induction loop at reception.
The practice had displayed information about a translation service in the waiting area.
Staff we spoke with on the day of inspection was aware about a translation service and whistleblowing policy.
Information posters and leaflets were available in multi-languages.
The practice had demonstrated significant improvements in governance arrangements.
The practice had taken steps to identify carers to enable them to access the support available via the practice and external agencies. The practice had actively contacted patients aged above 75 years old to identify more carers. The practice had redesigned new patient questionnaire to identify new carers at the time of new registrations. Written information was available for carers to ensure they understood the various avenues of support available to them. The practice register of patients who were carers had increased from 25 (0.63%) patients to 66 patients (1.7% of the practice patient population list size).

Professor Steve Field (CBE FRCP FFPH FRCGP)

Chief Inspector of General Practice