- GP practice
The Osmaston Surgery Also known as Dr I R Shand & Partners
Report from 18 April 2024 assessment
Contents
Ratings
Our view of the service
The Osmaston Surgery provides care to a population of approximately 13,660 patients in Derby. At our assessment in June 2023, the practice was placed into special measures and rated inadequate overall and in the key questions safe, effective, responsive, well-led and requires improvement for caring. We carried out a follow-up assessment of this service from 17 May to 18 June 2024 to assess all of the quality statements in each key question. We found there were now systems in place to support learning from incidents and safeguarding, teams and services worked together to provide continuity of care. There had also been some improvements in the management of medicines. However, there continued to be a breach in Regulation 12, safe care and treatment, and Regulation 17, good governance. There continued to be issues regarding the management of patients with asthma, the management of patients prescribed medicines that required monitoring and medicine reviews were not always up to date. There continued to be limited clinical audit activity; gaps in staff training; a lack of systems to track prescription stationery throughout the practice; cervical screening and childhood immunisations continued to be below national targets; there was limited engagement with patients or staff to seek their views. In addition we found that risk assessments had not been completed when the immunisation status of 2 clinicians working in the practice was not recorded in their records and policies were not always adhered to, for example complaints and recruitment. The practice is now rated requires improvement overall and in the key questions safe, responsive and well led, and good in effective and caring. We are taking this service out of special measures. This recognises the improvements that have been made to the quality of care provided by this service. We have asked the provider for an action plan in response to the 2 breaches of regulation we found at this assessment.
People's experience of this service
Feedback from patients was mixed. Some patients felt confident with how their care was managed and that time was taken to explain everything thoroughly. Other patients told us they did not always feel what was important to them was taken into account. Some patients told us their needs or concerns were listened to, others told us they were not and that staff were dismissive. Data from the national GP patient survey showed that patient satisfaction with professionals listening to them was below local and national averages. Some patients expressed concerns regarding obtaining prescriptions and access to appointments. Some patients told us that the GPs and staff were very kind, caring, empathetic, welcoming and friendly and that staff had worked very hard to keep the service going after 5 GP partners left the practice. However, other patients told us that staff were insensitive, unhelpful and patronising. All 4 indicators from the latest GP national patient survey for access to appointments were below local and national averages.