White Horse Surgery Also known as (Improved Access Hub)

We carried out an announced comprehensive inspection at the White Horse Surgery (Improved Access Hub) as part of our inspection programme from 18 to 20 February 2020.

The service is provided by DGS Health Ltd, which delivers additional GP services to patients who are registered with GP practices within the NHS Dartford, Gravesham and Swanley Clinical Commissioning Group (CCG) area. The White Horse Surgery (Improved Access Hub) provides an improved access service only. The improved access service gives patients the choice of accessing GP services at a place that is not their own GP practice and at times when their own GP may or may not be open.

Other services run by DGS Health Ltd from their head office include: a paramedic home visiting service; a home visiting service plus (to care homes); and a wound care service. DGS Health Ltd also employ and supervise Clinical Pharmacists who work at and support local GP practices. This report will also report on these services.

DGS Health Ltd operate from a head office based at the same address as the White Horse Surgery (Improved Access Service): Fleet Health Campus, Fleet Health Centre, Vale Road, Northfleet, Gravesend, Kent, DA11 8BZ.

Our key findings were:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• There was a strong focus on continuous learning, improvement and innovation at all levels of the organisation.

The areas where the provider should make improvements are:

• Create a service website.
• Revise the system that monitors the driving licence status of staff who drive as part of their role and record annually.
• Continue to implement plans for audits of antimicrobial prescribing and other appropriate medicines audits.
• Senior management should consider increasing their visibility and accessibility to all staff.
• Monitor that revised induction guidelines are being followed consistently across all hubs.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care