The Care Quality Commission
  • Doctor
  • GP practice

Tollerton Surgery

Overall: Good read more about inspection ratings

10 Pond View, Tollerton, York, YO61 1AG (01347) 838231

Provided and run by:
Dr Sarah Michele Utting

All Inspections

12 December 2023

During an inspection looking at part of the service

We carried out a targeted assessment of Tollerton Surgery in relation to the responsive key question. This assessment was carried out on 12 December 2023 without a site visit. Overall, the practice is rated as Good. We rated the key question of responsive as Good.

Safe - Good

Effective – Good

Caring - Good

Responsive – Good

Well-led – Good

The full reports for previous inspections can be found by selecting the ‘all reports’ link for the

Tollerton Surgery on our website at www.cqc.org.uk

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 assessment

This assessment was carried remotely.

This included:

  • Conducting staff interviews using video conferencing.
  • Requesting evidence from the provider.

Our findings

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 rated responsive as good because:

  • The practice in collaboration with others organised and delivered services to meet patients’ needs.
  • The practice understood the needs of its local population.
  • People were able to access care and treatment in a timely way.
  • National GP Patient Survey data was positive and mostly above national averages.
  • Feedback we received from patients regarding appointments and access was positive.
  • The practice dealt with complaints in a timely manner and learned from them.

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

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care

02 December 2021

During a routine inspection

We carried out an announced inspection at Tollerton Surgery on 2 December 2021. Overall, the practice is rated as good.

The ratings for each key question are:

Safe - good

Effective - good

Caring - good

Responsive - good

Well-led - good

This inspection was classed as a new registration as the surgery had moved to new premises in October 2020. At our previous inspection in September 2019 of the same provider at the old surgery address, the practice was rated as Good overall, and for all key questions.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Tollerton Surgery on our website at www.cqc.org.uk

Why we carried out this inspection

This inspection was a comprehensive inspection for a service classed as a new registration.

How we carried out the inspection

Throughout the pandemic CQC has continued to regulate and respond to risk. However, taking into account the circumstances arising as a result of the pandemic, and in order to reduce risk, we have conducted our inspections differently.

This inspection was carried out in a way which enabled us to spend a minimum amount of time on site. This was with consent from the provider and in line with all data protection and information governance requirements.

This included:

  • Conducting remote staff questionnaires
  • Completing clinical searches on the practice’s patient records system and discussing findings with the provider
  • Reviewing patient records to identify issues and clarify actions taken by the provider
  • Requesting evidence from the provider
  • A short site visit
  • Requesting feedback from the practice Patient Participation Group (PPG)

Our findings

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.

We found that:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • There was an open and transparent approach to safety and an effective system in place for reporting and learning from incidents.
  • Patients received effective care and treatment that met their needs. Staff knew the practice population well and were able to offer a tailored response to their needs.
  • Patients had access to a network of specialist services through a social prescribing link worker.
  • Staff were appropriately trained to carry out their roles.
  • Staff maintained the necessary skills and competence to support the needs of patients.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice adjusted how it delivered services to meet the needs of patients during the COVID-19 pandemic. 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:

  • Formalise the risk assessment for the delivery of prescribed medication.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care