We carried out an announced comprehensive inspection at Kingsway Surgery on 3 April 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 good overall and good for all population groups.

We found that:

• Care for more vulnerable patients was prioritised enabling clinicians to focus on providing specialist support. This included developing trust with patients and providing resources such as easy read health check leaflets and flu vaccination invitation letters.
• The practice was a dementia friendly practice and invested in staff development and specialist care.
• Staff we spoke with confirmed there was an open culture, a team approach to all incidents and senior staff were very approachable.
• Patient feedback was welcomed, considered and acted upon to develop and improve services. Over the last year, the practice had made significant changes after consulting with patients and there was a culture of listening and learning to the patient voice.
• There was an effective process for monitoring patients’ health in relation to the use of medicines including high risk medicines, with appropriate monitoring and clinical review prior to prescribing.
• The practice provided care in a way that kept patients safe and protected them from avoidable harm. Staff worked together and with other agencies.
• Patients we spoke with and comment cards we reviewed told us staff treated patients with kindness and respect and involved them in decisions about their care.
• Practice leaders organised and delivered services to meet patients’ needs. They demonstrated ambition and determination to continually improve quality and delivery.
• Improvements to GP and ANP capacity were impacting positively on access. Patient feedback was improving around access following changes made. Patients were more able to access care and treatment in a timely way.
• Patients’ treatment was regularly reviewed and updated. Patients with long term conditions received a structured annual review and staff considered concurrent appointments whenever possible.
  

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