Archived: Bunnyhill Customer Services & Primary Care Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bunnyhill Customer Services and Primary Care Centre on 7 January 2016. Overall the practice is rated as good.

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

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal incidents were maximised.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Information about services and how to complain was available.
• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
• Patients were able to access appointments at times that were convenient. A wide range of extended hour’s provision allowed patients access to GP services seven days a week.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The provider was aware of and complied with the requirements of the Duty of Candour.
• 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. For example, the practice implemented changes following suggestions from a local support agency for people with learning disabilities and was soon to refurbish the reception at Deerness Park to make it dementia friendly.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the patient participation group.

There is one area of practice where the provider needs to make improvements.

The provider should:

• Improve the management of complaints in line with their agreed complaints policy.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice