CQC’s new programme of inspections of England based GP practices focuses on rating according to whether they are safe, effective, caring, responsive and well led. Inspectors rated The Loxford Practice as “Requires Improvement”, with elements of ‘Good’ for being well led and providing safe services.
Professor Steve Field, Chief Inspector of General Practice said
We carried out an announced comprehensive inspection at The Practice Loxford on 6 November 2015. The overall rating for the practice was Inadequate. Another inspection was undertaken following the period of special measures and was an announced comprehensive inspection on 29 March 2017. A new provider for the provision of services at this location was commissioned by NHS England to provide services from August 2016. The new provider AT Medics Limited currently provides services at a number of practices within London. As a result of this inspection, the practice is now rated as requires improvement overall.
Our key findings across all the areas we inspected were as follows:
- There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
- Patient concerns regarding access to the practice via telephone had been addressed through the installation of a new telephone system appropriate to the needs of the practice. The new telephone system was installed by the new providers following feedback from patients and staff regarding the telephone system installed earlier in June 2016. However, responses from the most recently published National GP Patient Survey revealed patients still have difficultly accessing the practice by telephone.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
- Improvements had been made to the patient waiting area. New furniture and patient information boards had been installed. In addition, new patient check-in systems and a Jayex information board have been installed at the practice.
- 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 and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
- Telephone consultations were available to patients who were unable to attend the surgery during normal opening hours and for those who could not attend the practice.
- The practice had started to engage with the local community through the hosting of a practice open day and engaging in consultations with certain sections of their patient list to promote healthier lifestyles through talks hosted at the practice.
- The practice was well equipped to treat patients and meet their needs.
- There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
- The provider was aware of and complied with the requirements of the duty of candour.