Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Heswall and Pensby Group Practice on 23 February 2016. Overall the practice is rated as GOOD.

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

• There was an open and transparent approach to safety and an effective system in place for reporting, recording and learning from significant events and untoward incidents.
• Staff understood and fulfilled their responsibilities to raise concerns and to report incidents and near misses. Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.

• The practice used proactive methods to improve patient outcomes, working with other local providers to share best practice. For example audits were carried out based on significant event analysis in order to change practice and improve patient care.

• Patients were treated with care, compassion, dignity and respect and they were involved in their care and decisions about their treatment. They were given time at appointments and full explanations of their treatment were given. They valued their practice and felt confident with the skills and abilities of staff.

• We observed a strong patient-centred culture from dedicated staff.

• The practice proactively sought feedback from staff and patients, which it acted on. For example recruiting a further practice nurse in order to extend access to appointments with nurses.
• Information about services and how to complain was available and easy to understand.
• Patients were able to access convenient appointments with routine and urgent appointments available the same day.
• The practice had good, modern facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management.
• The provider was aware of and complied with the requirements of the Duty of Candour.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We reviewed the information available to us about Heswall and Pensby Group Practice on 1 June 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.