The Care Quality Commission
  • Doctor
  • GP practice

Glovers Lane Surgery

Overall: Good read more about inspection ratings

Magdalen Square, Netherton, Bootle, Merseyside, L30 5TA (0151) 524 2444

Provided and run by:
Glovers Lane Surgery

All Inspections

6 November 2023

During an inspection looking at part of the service

We carried out an announced assessment of Glovers Lane Surgery on 6 November 2023. The assessment focused on the responsive key question.

Following our previous inspection on 21 February 2019 the practice was rated good overall and for all key questions. The full reports for previous inspections can be found by selecting the ‘all reports’ link for Glovers Lane Surgery on our website at www.cqc.org.uk.

The practice continues to be rated as good overall as this was the rating given at the last comprehensive inspection. However, we have now rated the responsive key question as requires improvement as a result of the findings of this focused assessment.

Safe - Good

Effective - Good

Caring - Good

Responsive – Requires improvement

Well-led - Good

Why we carried out this review

We carried out this assessment as part of our work to understand how practices are working to try to meet demand for access and to better understand the experiences of people who use services and providers.

We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. These assessments of the responsive key question include looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement.

How we carried out the review

This assessment was carried out remotely. It did not include a site visit.

The process included:

  • Conducting an interview with the provider and members of staff using video conferencing.
  • Reviewing patient feedback from a range of sources
  • Requesting evidence from the provider.
  • Reviewing data we hold about the service
  • Seeking information/feedback from relevant stakeholders

Our findings

We based our judgement of the responsive key question on a combination of:

  • what we found when we met with the provider
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We found that:

  • During the assessment process, the provider highlighted the efforts they are making or are planning to make to improve the responsiveness of the service for their patient population. The effect of these efforts are not yet reflected in patient feedback. Patient feedback was that they could not always access care and treatment in a timely way. Patients were dissatisfied with the arrangement for getting through to the practice by phone and their experience of obtaining an appointment.

Whilst we found no breaches of regulations, the provider should:

  • Produce a detailed plan as to how they intend to respond to patient concerns/feedback about access and their experience of making an appointment with an aim to improve patient experience.

Details of our findings and the evidence supporting our rating are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care

21 February 2019

During a routine inspection

We carried out an announced comprehensive inspection at Glovers Lane Surgery on 21 February 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Patients received effective care and treatment that met their needs.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

Whilst we found no breaches of regulations, the provider should:

  • Introduce a formalised system for review of consultations and prescribing for practice nurses.
  • Increase the number of carers identified to ensure these patients are offered appropriate advice and support.
  • Monitor the new telephone system and patient satisfaction with this.
  • Engage with a representative sample of the patient population through the formation of a Patient Participation Group (PPG).

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

18 March 2016

During a routine inspection

We carried out an announced comprehensive inspection at Glovers Lane Surgery on 12 November 2014 and at this time the practice was rated as good. However, breaches of a legal requirement were also found. After the comprehensive inspection the practice wrote to us to say what they would do to meet the following legal requirements set out in the Health and Social Care Act (HSCA) 2008:

  • Regulation 21 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, which corresponds to Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014;

On the 18 March 2016 we carried out a focused review of this service under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The review was carried out to check whether the provider had completed the improvements identified during the comprehensive inspection carried out in November 2014. This report only covers our findings in relation to those requirements. You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for Glovers Lane Surgery on our website at www.cqc.org.uk.

The findings of this review were as follows:

  • The practice had addressed all of the issues identified during the previous inspection.

  • Appropriate recruitment checks had been carried out for staff and there were arrangements in place to ensure the GPs and nurses were registered with the relevant professional bodies.

  • Improved systems had been put into place to ensure that staff were not allowed to undertake a chaperoning role without the necessary checks having been received.

Letter from the Chief Inspector of General Practice

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

12 November 2014

During a routine inspection

Letter from the Chief Inspector of General Practice

This is the report of findings from our inspection of Glovers Lane Surgery. The practice is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on 12 November 2014 at the practice location in Magdalen Square, Netherton. We spoke with patients, relatives, staff and the practice management team.

The practice was rated as Good. They provided effective, responsive and compassionate care that was well led and addressed the needs of the diverse population it served.

Our key findings were as follows:

  • The practice had a good track record for maintaining patient safety. Effective systems were in place to ensure patients were safe from risks and harm. Incidents and significant events were identified, investigated and reported. Lessons learnt were disseminated to staff. However improvements were required to ensure staff were safely recruited and required information was held in relation to staff.
  • Patients spoke highly of the practice. They were very pleased with the individualised care given by all staff and told us staff were kind, compassionate and caring.
  • The practice served a diverse population in a deprived area of Liverpool. The practice provided good care to its population taking into account their health and socio economic needs. Patients were listened to and feedback was acted upon. Complaints were managed appropriately.
  • People’s needs were assessed and care was planned and delivered in line with current legislation.
  • The practice continued to monitor, evaluate and improve services. They worked in collaboration with the CCG and NHS England. Staff enjoyed working for the practice and felt well supported and valued.

There were areas of practice where the provider needs to make improvements.

Importantly, the provider must:

  • Take action to ensure its recruitment arrangements are in line with Schedule 3 of the Health and Social Care Act 2008 to ensure necessary employment checks are in place for all staff and these checks are relevant to their roles.

The provider should:

  • Ensure audits follow a consistent format and are shared and disseminated across all staff and departments. The audit cycle should be fully completed in order to demonstrate actions taken have enhanced care and improvements have been made.
  • Ensure the procedures for storage of paper patient records meet health and safety and fire regulations in accordance with the Department of Health's code of Practice for Records Management (NHS Code of Practice 2006) and other relevant guidance about information security and governance

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice