In early March, Highgate Surgery was inspected by the Care Quality Commission. The findings of this inspection have been published this week.
I would like to assure you that the care we provide for you remains our highest priority.
Since March we have introduced a number of new measures to ensure the services we provide meet your needs, and most importantly of all, you receive the care you need at the times when you need it most. As part of the improvements we have made, we have:
- Made changes to the way in which staff are recruited and keep up-to-date with their training.
- Improved our patient feedback and complaints procedures
- Introduced new measures to identify and manage the identification of and treatment of sepsis
- Made improvements to our clinical governance policies.
We are also trialling a new service at Highgate Surgery called Askmygp, designed to increase the numbers of patient consultations available each day. The measures we have introduced will not only improve the way in which our services operate, but will help you to receive the care you need at the times when you need it most.
Having said this, we have taken our responsibilities to address the points raised by the CQC extremely seriously. I would like to reassure patients that work began to addressing the inspector’s findings immediately and I would like to apologise to everyone who may have felt let down by the quality of care they have received.
I am aware some patients have expressed concerns about the use of locum doctors within the surgery. In a climate where nationally there is an acute shortage of GPs, we have successfully appointed permanent doctors at Highgate Surgery, however, there are times when the use of sessional GPs to cover periods of illness and staff holidays is unavoidable.
I would like to reassure all patients that we have treated the comments received by CQC extremely seriously. Our priority is, and always has been to support your needs.
Since the time of our inspection in March, changes to the way in which the service operates began immediately. We have also introduced a number of new measures to ensure the services we provide are responsive to the needs of patients and provides a safe and effective care environment.
Finally, I would like to remind you that we always welcome patient feedback – if you would like to share your experiences of the services you have experienced at Highgate Surgery, you may like to join our patient participation group, or alternatively, whether your experiences have been positive, and you would like to single out a member of staff who you think deserves recognition for their efforts, or would like to raise any concerns you may have, please contact our dedicated patient liaison team immediately.
If you are concerned about any care you have received from Barnsley Healthcare Federation, or i-HEART, please contact our patient liaison team on 01226 729896 or email: firstname.lastname@example.org
Thank you for reading,
Dr David Shutt
Barnsley Healthcare Federation.