We carried out an announced comprehensive inspection at The Dow Surgery on 6 March 2019 as part of our inspection programme. The practice was previously inspected in 2016 and rated good.
We based our judgement of the quality of care at this service on a combination of:
•what we found when we inspected
•information from our ongoing monitoring of data about services and
•information from the provider, patients, the public and other organisations.
We have rated this practice as good overall and good for each of the population groups.
•The practice provided care in a way that kept patients safe and protected them from avoidable harm.
•Patients received effective care and treatment that met their needs.
•Staff dealt with patients with kindness and respect and involved them in decisions about their care.
•The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
•The practice had a focus on learning and improvement.
•The way the practice was led and managed promoted the delivery of high-quality, person-centred care.
However, there were also areas of practice where the provider needs to make improvements.
The provider should:
•Review their carers register and improve process for identification of carers.
•Ensure that all complaints are logged and trends identified.
•Review processes in place for engaging with patients and consider reinstatement of the PPG to ensure patient views and feedback are considered.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care