Inspectors found that the practice did not have clear systems to manage risk to patients and staff. These included matters relating to:
- health and safety
- infection control
- medicines management
- and the home visiting system.
Patients reported difficulty contacting the practice by telephone. Patients who visited the practice in person were more likely to secure appointments.
The partners did not work cohesively to be able to deliver high-quality care; there was limited capacity to drive learning and improvement.
The practice did not foster a culture where quality and safety was prioritised and staff did not always work as a team.
The practice has been directed to :
- Ensure care and treatment is provided in a safe way to patients.
- Establish effective ways to ensure good governance in accordance with the fundamental standards of care.
- Ensure there is an effective system for dealing with complaints.
- Review the systems for identifying and supporting carers and those who have suffered a bereavement.
- Review and improve how patients access appointments – especially by telephone.
“People who use the service should be reassured that the service will be kept under review and if needed could be escalated to urgent enforcement action. Where necessary, another inspection will be conducted within six months, and if there is not enough improvement we will move to close the service by adopting our proposal to remove this location or cancel the provider’s registration.”