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Update on our Improvement Plan 03/09

Update 3 September

 CQC acknowledges improvements at Sutherland Lodge Surgery

The Care Quality Commission (CQC) has published a report following its third inspection at Sutherland Lodge Surgery and we are pleased that it recognises there have been ‘effective improvements’.

On 4 July, the CQC conducted what it calls a focused inspection to review the improvements we had been making

The CQC does not rate practices at focused inspections but Virgin Care is determined to continue delivering change, aiming to gain a ‘good’ rating at the next opportunity in line with its other practices across the country.

Susan Wray, Sutherland Lodge Service Manager, said, “We recognise there is still work to do to reach the standard we want for the practice and for our patients, and we are committed to implementing our long-term improvement plan. We are happy with the comments the CQC inspectors have made following their recent visit – they have recognised the positive impact our changes have had and we remain dedicated to delivering these improvements.”

The inspection found –

  • “There was stronger leadership and governance in place.”

The report said that senior colleagues had the capacity and skills to deliver high-quality, sustainable care. They were knowledgeable about issues and priorities relating to the quality of services, understood the current challenges to the practice and were addressing them.

In addition the CQC reported that responsibilities and roles were clear and that structures, processes and systems of accountability had been put in place to support good governance and management.

  • “Complaints were investigated appropriately and learning shared.”

The report said that the system for handing complaints was effective and information about how to make a complaint or raise concerns was readily available. Complaints were responded to in a timely manner and investigated. Lessons were learned and used to improve the quality of care and prevent similar complaints reoccurring.

  • “The practice had systems in place to safeguard vulnerable adults and children.”

Staff were reported to take steps, including working with other agencies, to protect patients from abuse, neglect, discrimination and breaches of their dignity and respect.

  • “The practice routinely reviewed the effectiveness and appropriateness of the care it provided.”

The CQC said there were systems or processes to ensure that information relating to people who use the service was up to date, accurate and had been properly analysed. The care records showed that information needed to deliver safe care and treatment was available to staff and the practice had systems for sharing information with staff and other agencies to enable them to deliver safe care and treatment.

  • “The practice had systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.”

There were now clear systems in place for managing risks, issues and performance.

There was a process to identify, understand, monitor and address current risks including those to patients’ safety

  • “The overall culture was improving.”

The practice had started to involve staff more to support high-quality sustainable services. Staff views and concerns were encouraged and heard. However, the CQC said we should continue to seek, acknowledge and act on the views of staff to improve services.