We carried out an announced inspection of South Street Surgery on 21 May 2015. This was a comprehensive inspection under Section 60 of the Health and Social Care Act (2008) as part of our regulatory functions. The practice achieved an overall rating of requires improvement. Specifically, we found the practice to be good for providing effective services. We found it to be requiring improvement for safe, caring, responsive and well-led. Consequently, it requires improvement for providing services for older people; people with long-term conditions; families, children and young people; working age people; people whose circumstances may make them vulnerable and people experiencing poor mental health.
Our key findings were as follows:
- Systems were in place to identify and respond to concerns about the safeguarding of adults and children.
- We saw patients receiving respectful treatment from staff. Patients felt they were seen by supportive and helpful staff. Patients reported feeling satisfied with the care and treatment they received.
- The practice offered a number of services designed to promote patients’ health and wellbeing and prevent the onset of illness.
- The practice acted upon best practice guidance and completed clinical audit to further improve patient care.
- The management and meeting structure ensured that appropriate clinical decisions were reached and action was taken.
- Some systems designed to assess the risk of and to prevent, detect and control the spread of infection were lacking or not fully implemented. Some waiting room carpets were not clean.
- Patients’ privacy, including during consultations was infringed. Conversations held at reception and in consultation rooms could be overheard.
- Appointments, including those required in an emergency were available, although there could be a considerable wait for pre-bookable appointments. The waiting time to be seen once in the practice could also be long.
There were areas of practice where the provider needs to make improvements.
Importantly, the provider must:
- Ensure that systems designed to assess the risk of and to prevent, detect and control the spread of infection are fully implemented and audited. Ensure all areas of the practice are clean. Staff should be trained in relation to infection control processes and procedures.
- Ensure that patient privacy is maintained during consultations and at reception.
- Take steps to reduce the waiting time for pre-bookable appointments and the wait for patients to be seen once in the practice.
In addition the provider should:
- Ensure that all staff have sufficient time to complete the training relevant to their roles.
- Ensure that all staff employed are supported by receiving appropriate supervision and appraisal.
- Ensure that all staff have a clear knowledge and understanding of the safeguarding processes in place, including their own responsibilities and the role of the lead.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice