We carried out an announced comprehensive inspection at Dr G Wilkinson & Partners (AKA Manor house Surgery on 5 March 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as outstanding overall. We rated effective and well led as outstanding, safe, caring and responsive as good.

These outstanding areas benefitted all population groups and so we rated all population groups as outstanding.

We found that:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.
• The practice had a strong focus on working together with others to improve the patients care and well-being. For example, End of life care and treatment and joint working with colleagues from adult social care teams.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We rated the practice as outstanding for providing effective services because:

• There were innovative approaches to providing effective person-centred care and the practice worked with specialist and other health and social care professionals to help improve outcomes for patients.

• The practice had identified areas where outcomes for patients could be improved and had taken steps to address them.

• The practice embraced new technologies and ways of working to improve patients care and treatment such as Exhaled Nitric Oxide (FeNO) to maximize asthma management.

We rated the practice as outstanding for providing a well-led service because:

• The practice with support from the patient participation group (PPG), was proactive in their approach to gathering feedback from people who use services and took action considering feedback.

• The was a systematic approach to working with others to improve outcomes for patients and systems had been devised to ensure strong collaborations supported patients and their carers. For example, End of life care and treatment was coordinated and monitored using a detailed clinical tool.

• There was a strategy and supporting objectives in place for quality improvement across the organisation which was led by one of the GP partners.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr G Wilkinson & Partners on 14 January 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Risks to patients were assessed and well managed, including those relating to recruitment checks.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

• Data showed patient outcomes were in line with or above those locally and nationally.
• Feedback from patients about their care was consistently and strongly positive.

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the patient participation group.

• Information about services and how to complain was available and easy to understand.

• Patients said they found it easy to make an appointment and that there was continuity of care, with urgent appointments available the same day.

• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was an active patient participation group.

• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.

We saw areas of outstanding practice including:

• The coordination of care for elderly patients and positive outcomes achieved.
• The work with women and children fleeing domestic violence and clear understanding of patient confidentiality under these circumstances.

The areas where the provider should make improvement are:

• Ensure complaints are managed in a timely manner in line with practice policy.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice