During this inspection we visited The Medical Centre, Folly Lane, Warrington. We spoke with a GP / registered manager, practice manager, practice nurse, reception staff and a sample of patients on the day of our visit.

Patients spoken with were positive about the practice and commented that they were happy with the care they received. Comments received from patients included: “Can’t fault the practice”; “Level of care has been fabulous”; “Excellent practice”; “The doctors are excellent” and “Just very good and helpful.”

The practice provided patients' with a range of health care information leaflets and information on the practice and the complaints procedure was on display in the waiting room.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Folly Lane Medical Centre on 17 August 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 report incidents and near misses.

• Significant events had been investigated and action had been taken as a result of the learning from events.

• Systems were in place to deal with medical emergencies and staff were trained in basic life support.

• There were systems in place to reduce risks to patient safety. For example, infection control practices were good and there were regular checks on the environment and on equipment used.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• Feedback from patients about the care and treatment they received from clinicians was very positive.

• Data showed that outcomes for patients at this practice were comparable to outcomes for patients locally and nationally.

• Staff felt well supported and they were kept up to date with appropriate training. Staff we spoke with told us they had the skills, knowledge and experience to fulfil their roles and responsibilities.

• Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment.

• Patients said they found it easy to make an appointment and there was continuity of care.

• Urgent appointments were available the same day and routine appointments could be booked in advance.

• The practice had good facilities, including disabled access. It was well equipped to treat patients and meet their needs.

• Information about services and how to complain was available. Complaints had been investigated and responded to in a timely manner.

• The practice had a clear vision to provide a safe and high quality service.

• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

• The practice provided a range of enhanced services to meet the needs of the local population.

• The practice sought patient views about improvements that could be made to the service. This included the practice having and consulting with a patient participation group (PPG).

Areas where the provider should make improvements are;

• Ensure patients are provided with accurate and sufficiently detailed information about how they can make a complaint and what action they can take if they are not satisfied with the outcome of a complaint.

• Ensure all required personnel documents are maintained on file for all members of staff’

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice