Watchdog tells surgery to improve

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Health watchdogs have ordered a GP surgery to take action after a visit from inspectors.

The Care Quality Commission (CQC) has issued a formal warning to provider Holywell Medical Group after an announced check at The Grange Family Health Centre, on Stubbing Road, Chesterfield.

The CQC found that the surgery was failing to meet the five essential standards in care.

The report said: “All the patients we spoke with during our inspection raised concerns about the difficulties they experienced in trying to access appointments.

“The majority of patients told us that it can take a number of days, or even weeks, for them to obtain an appointment and this had an impact on their health and welfare.”

According to the report, some patients said staff were friendly and treated them with respect but others were unhappy with they way GPs dealt with them.

One patient said: “I was made to feel really stupid and embarrassed. The doctor put me off going again.”

Another added: “It is demoralising for you as a patient – you feel you have no business being there.”

Patients said that they frequently saw different doctors so didn’t know their names.

In addition, the CQC found that the provider did not have suitable arrangements in place to protect patients and staff. The watchdog said: “Appropriate risk assessments were not being completed or were being inadequately completed by staff members who were not properly trained to complete such duties.”

Jayne Stringfellow, chief nurse and quality officer at NHS North Derbyshire Clinical Commissioning Group, said: “Our responsibility is to support NHS England in improving the quality of primary care. We are working with the practice and have assisted in developing an action plan in response to the CQC inspection. We will continue to work with the practice and NHS England to address all the improvements to patient care that are required to achieve full compliance with the CQC Essential Standards of Care.”