CQC

Potential questions for practice staff

  • Asked for examples of practice leaflets
  • Enquired if patient surveys are carried out
  • If the surgery provided a suggestion box
  • How does the GP gain consent from patients for treatment?
  • How does the GP deal with fast track referrals?
  • How information is provided for new patients?
  • What emergency provisions does the GP have if a practice needs to close?
  • What training does the practice carry out annually?
  • Does the practice have a protocol for postage?
  • Does the practice have a safeguarding vulnerable people policy for children and for adults?
  • Have Doctors and staff been CRB checked, including new staff members?
  • Is the reporting pathways for safeguarding are available for all staff members?
  • Has all staff received training for Child Protection and Vulnerable Adults?
  • Is there a practice Child Protection and Vulnerable Adults policy?
  • Have staff been trained in the Mental Health Act?
  • Would all staff members know how to “whistleblow”?
  • Is there a practice Infection Control Policy?
  • Are new staff inducted with regards to safeguarding?
  • Do you have contacts or contracts with engineers, electricians, etc
  • Are staff trained in CPR?
  • Is the practice Disabled friendly?
  • Is there an Accident book?
  • Has a practice risk assessment been carried out?
  • How do you check your electrical items?
  • Are employment checks carried out?
  • How are complaints dealt with?
  • Are your patients aware of your complaints procedure?
  • How are patients written and computerised records secured?
  • What does the practice do to help minimise cross infection with computer keyboards?
  • How does the practice deal with clinical waste and who collects it?
  • What does the practice do when they have new members of staff start at the practice and what we do if a member of staff from another surgery comes over to help (eg fire drill, policies, etc).
  • Who is the complaints handler at the practice?
  • Does the practice have an Equal Opportunities Policy?
  • Has staff undertaken training on Equality and Diversity?
  • Do you have a Business Continuity Plan?
  • How often and who received training in Basic Life Support?
  • Does the practice have a policy on Violent and Aggressive patients and asked if staff have received training on how to deal with this situation?
  • Does the practice have an Information Governance Policy?
  • Asked a receptionist what they would do if a child came to the practice covered in bruises and showing signs of neglect.
  • Does the practice have a process in place for making a referral to children’s social services, who to contact etc.

Questions as inspectors spoke to the practice manager, nurses and receptionists:

  • How long have you worked here?
  • When did you qualify?
  • How are patients treated in the practice?
  • How would you treat patients with different ethnic or religious backgrounds?
  • What does the practice do if there is a procedural breakdown?
  • What would you do if you saw a GP/nurse abusing a patient?