Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of this practice on 4 May 2016. The practice was rated as good overall and requires improvement for the delivery of responsive services.

During our inspection we found a breach of legal requirements relating to access to the service. After the comprehensive inspection, the practice wrote to us, to say what they would do to meet the legal requirements in relation to meeting Regulation 17 of the Health and Social Care Act (Regulated Activities) Regulations 2014 Good Governance.

We undertook this desk based focused inspection on the 15 December 2016 to check that they had followed their plan and to confirm that they now met the legal requirements. This report only covers our findings in relation to those requirements and should be read in conjunction with the full report. You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Sixways Clinic on our website at www.cqc.org.uk. We found the practice had made improvements since our last inspection on 4 May 2016 and they were meeting the regulation that had previously been breached.

Specifically the practice had reviewed their appointment and telephone systems to ensure these were more accessible to patients. This included:

• Providing additional routine appointments daily.

• Seeking feedback from the patient participation group and implementing their suggestions.

• Changing the way patients could book afternoon appointments.

Additionally, the practice had:

• Worked with the clinical commissioning group to create a patient survey relating specifically to access to appointments.

• Reviewed their procedures on prescription pad monitoring and implemented systems and processes to ensure the security and monitoring of prescription pads including handwritten pads were maintained.

The practice also told us they were in the process of reviewing their telephone system with the current provider and were also looking at what other providers could offer.

We have changed the rating for this practice to reflect these changes. The practice is now rated good for the provision of safe, effective, caring, responsive and well led services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Sixways Clinic on 4 May 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 and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• The practice had good 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 practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider must make improvement are:

• Ensure actions are taken to improve access to their telephone system and appointments for patients.

The areas where the provider should make improvement are:

• Ensure there are robust systems in place for the monitoring of prescription pads being used.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice