A GP surgery in Bury St Edmunds has been rated ‘requires improvement’ by health watchdogs despite getting a clean bill of health from patients and praise for its care.
The Care Quality Commission report into Victoria Surgery states it requires improvement despite rating as good its caring services and how it responds to people’s needs.
All 32 comment cards completed by patients were positive and six patients spoken to on the day of the inspection said they were happy with their care and that staff were approachable, committed and caring.
The surgery staff who care for 11,000 patients were said to be caring and open and patients found it easy to make appointments with a named GP. There was continuity of care and urgent appointments were available on the same day, says the report.
Patients said they were treated with compassion, dignity and respect and were involved in decisions about their care and treatment.
But inspectors said the surgery needed to complete risk assesments for non clinical staff acting as chaperones, ensure recruitment included all necessary employment checks and that robust systems were in place to control the risks of the spread of infection.
The surgery also needed to identify a clear training and development plan for all staff. Dr Ian Chapman, a GP at the surgery for 10 years, said: “The report was summarised into two words and I don’t know that they really reflect what we as a practice offer to patients. I feel very proud of the surgery and when I see a report like that it is really disappointing.
“When the CQC came round it wanted to see a well documented audit trail so we need to improve the quality here to get a really strong report which more accurately reflects the quality of service we deliver.”
Dr Chapman added that the surgery was found to be caring but because it could not demonstrate infection control on an audit trail the report became ‘quite harsh’.
“The surgery is clean and safe and gives infection control high priority, “ he added.
“We have spoken to staff and while a few of these things are upsetting we’ve told them you have demonstrated you’re not doing anything wrong and are doing a good job. If patients read the report they will find we are a good surgery.”