Care Quality Commission (CQC)

This newsletter is to keep our patients up to date with the changes currently affecting Dr Chopra’s Surgery

Care Quality Commission (CQC)

As you may be aware Dr Chopra’s surgery was placed into ‘Special Measures’ by the CQC in February. This was due to a lack of management policies and procedures NOT due to patient care for which we were rated as ‘Good’. There are many changes going on behind the scenes but this should not affect the service we currently offer patients and much will remain unchanged. We have changed our staff structure in order to be able to address this.

Management Staff Changes

Gail Brooks, Practice Manager, is retiring. We would like to thank her for the many years loyal service that she has given to this Practice.

Pete Sims, Practice Manager, for Hastings Old Town Surgery is taking overall management responsibility for the Practice in the interim period.

James Long a longstanding member of our administration team at Roebuck is stepping up to take on the role of Acting Office Manager. James will be responsible for the day to day running of the Practice and is your first point of contact in case of query.

Sarah Upton has returned to the Practice on a temporary basis as CQC Project Manager. She is working hard to ensure that our policies and procedures will pass the next CQC inspection. She is also currently the contact for the Patient Participation Group again.

Practice Nursing

You may be aware that our Nurse Theresa has been on sick leave and we are pleased to report that she is making a good recovery, however will not be returning before May. We appreciate that her absence has caused us some difficulties but there is a shortage of Practice Nurses and this has caused us some difficulty in covering her absence. However we are advertising for an additional Nurse.

Other Staff Matters

The majority of staff have now completed their DBS (formerly CRB checks). We are to recruit a new full time member of reception staff to cover James’ existing role and help reduce the workload upon the rest of the team.

A lack of training for our administrative staff was identified by the Care Quality Commission and this is being addressed with all staff embracing this.

Staff are currently in the process of selecting a uniform and these, along with name badges are to be ordered soon. This has been a longstanding request of our patients and staff.

Dispensary

Guestling patients will be aware that our dispensary has been under considerable pressure since two of our staff took maternity leave. We are pleased to report that we will have a full time Dispenser joining the team to manage the dispensary in the coming months and two further members of staff undertaking their dispensing qualifications.

Phoning the Surgery

Please can we request that if your call to the surgery is not urgent that you do not telephone the surgery before 11 am. If your query is regarding test results please contact the surgery after this time. This is to ensure that those wishing to book an appointment or request a home visit are able to get through.

Patient Participation Group

We have a Patient Participation Group which has been established for about 4 years. We are always looking for new members who would like to find out more about the running of the practice and participate in the shaping of healthcare policies locally. Please contact Sarah Upton at Roebuck Surgery (mornings only) or via