- GP practice
Dr Berni
Report from 23 April 2024 assessment
Contents
Ratings
Our view of the service
Dr Berni is a GP practice that provides a range of primary medical services from its location 42 Kingsway, Crosby, Merseyside. The provider is registered with the Care Quality Commission under the Health and Social Care Act 2008 to provide the following regulated activities; diagnostic and screening procedures, maternity and midwifery services, surgical procedures and treatment of disease, disorder or injury. This assessment was carried out on 28 May and 4 June 2024 to follow up on breaches of regulation found at our previous inspection. At that time the service was placed into special measures. At this follow up assessment we looked at 22 quality statements which align to the key questions of safe, effective and well-led. We found the provider had made the required improvements identified at our previous inspection and this assessment has found that the service is now rated as good for the safe, effective and well-led key questions and good overall. Therefore, this service is no longer in special measures. During the assessment we found that the provider had worked to a detailed action plan developed in response to our previous findings. We found improvements had been made to ensure safe and effective care and treatment was provided to the practice population. Systems and processes for the management of medicines had improved and the management of medicines was now safe. The care and treatment provided to patients living with long term conditions had improved and an increased number of patients were now undergoing follow up tests, checks and reviews in line with best practice guidance. A new framework had been introduced for clinical governance with a designated clinician with oversite of this.
People's experience of this service
The provider encouraged and valued feedback from people who used the service. Feedback that we have reviewed, showed that people's overall experience of the service was positive. The results of the national GP patient survey were in line with local and nation average scores for patient satisfaction. The results showed that people generally felt positive about their overall experience of the service; people felt listened to, treated with care and concern, were involved in decisions about their care and treatment, and had confidence and trust in the healthcare professionals they had seen. The practice had a newly established Patient participation group (PPG) who they consulted with when changes were being made. Plans were in place to increase the membership of this group going forward to ensure a wider view from the patient population was gathered. Patient feedback in the NHS Friends and Family Test was largely positive with in excess of 90% of people reporting that they had a good or very good experience of the service and would recommend the practice. People's comments were highly positive overall and included comments that indicated that staff; listened, were helpful and understanding, provided clear explanations, were efficient, professional, thorough in their consultation, empathetic, and referred patients on for further tests and investigation in a timely manner. The provider received low numbers of written complaints and both verbal and written complaints were investigated, responded to and used to drive improvement. People were given the opportunity to provide feedback to CQC via a link on the provider’s website. We received only one response and this was very positive with comments including that the service was; ‘excellent’, ‘very well run’, had ‘efficient staff’ and that the patient felt listened to and supported and had experienced a timely referral, timely follow up and good aftercare.