10 November 2015
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Dr Neil Ellwood on 10 November 2015. Overall the practice is rated as good.
Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.
Our key findings across all the areas we inspected were as follows:
- Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles.
- Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal and external incidents were maximised.
- Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Information was provided to help patients understand the care available to them.
- The practice worked closely with other organisations and with the local community in planning how services were provided to ensure that they met people’s needs.
- Urgent appointments were available the same day but not necessarily with a GP of their choice.
- The practice implemented suggestions for improvements and made changes to the way it delivered services as a result of survey responses and complaints received.
- The practice had good facilities and was well equipped to treat patients and meet their needs. Information about how to complain was available and easy to understand.
- The practice had a clear vision which had quality and safety as its top priority. A business plan was in place, was monitored, regularly reviewed and discussed with all staff. High standards were promoted and owned by all practice staff with evidence of team working across all roles.
- There was a clear leadership structure and staff felt supported by management.
However there were areas where the provider should make improvements.
Importantly the provider should:
- Review its policy in relation to complaints, in order to ensure they contain the contact details of external bodies to approach when complainants are dissatisfied with the practices response.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice