Archived: Links Road Surgery

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Links Road Surgery on 27 July 2016. Overall the practice is rated as requires improvement.

Our key findings across all the areas we inspected were as follows:

• All patients had a named GP. Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. We received many comments from patients on the personalised care and support received from the practice.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• There was an open and transparent approach to safety and a system in place for reporting significant events, although we found the recording processes could be improved.
• Most risks to patients were assessed and well managed. However, some systems and processes to address risks were not implemented well enough to ensure patients and staff were kept safe. This included the arrangements for managing controlled drugs in GP’s bags, the security and tracking of blank prescription paper, completion of recruitment checks, and the completion of electrical and gas safety checks.
• 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 urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider must make improvement are:

• Ensure that there are clear processes for reporting, recording, acting on and monitoring significant events, incidents and near misses to ensure that lessons are learnt.

• Ensure that all policies and procedures used to govern activity are regularly reviewed and up to date, including safeguarding arrangements. Improve policies and procedures to ensure the security and tracking of blank prescriptions at all times.

• Ensure that disposable curtains are dated and replaced every six months to comply with national infection control guidelines.

• Ensure that there are clear and defined arrangements in place to securely store, monitor and dispose of controlled drugs.

• Ensure that recruitment checks are completed, including obtaining references, as set out in the practice recruitment policy.

• Ensure risk assessments are completed including for electrical and gas safety.

• Develop an on-going clinical audit programme to show that continuous improvements have been made to patient care in a range of clinical areas as a result of audit.

• Ensure care plans are routinely completed and reviewed for all patients with a long term condition.

The areas where the provider should make improvement are:

• Continue to improve records and oversight of training to ensure all staff have completed their training requirements.
• Consider improvements to the recording of complaints to enhance efficiency and the management of the process.
• Ensure there are arrangements to provide regular communication and updates to all staff, including regarding senior management changes in light of succession planning.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice