Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection December 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students) – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Warlingham Green Medical Practice on 20 November 2017 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• Patients said they were able to book an appointment that suited their needs. Pre-bookable, on the day appointments, home visits and a telephone consultation service were available. Urgent appointments for those with enhanced needs were also provided the same day.

• There was an active patient participation group in place who told us that they had seen improvements within the practice.

• There was a strong focus on continuous learning and improvement at all levels of the organisation. The practice worked closely with other practices in order to provide and improve services for their patient populations.

• Staff were positive about working in the practice and were involved in planning and decision making.

• The practice had increased GP, nursing and healthcare assistant hours in order to meet the needs of patients.

• Patient survey results were largely positive and higher than average in a number of areas.

The areas where the provider should make improvements are:

• Ensure that the practice lead for infection control has access to relevant infection control leads’ training.

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 Warlingham Green Medical Practice on 1December 2015. 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, investigating and learning from significant events.
• Risks to patients were assessed and well managed. Patients with complex health needs were in receipt of an individual care plan.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the appropriate skills, training 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 readily available, both at the surgery and via the practice website.
• Patients were extremely positive with regard to the service and care received from the practice. They were able to make a routine appointment with a named GP, promoting continuity of care.
• There was a system to offer same day appointments to those patients that needed them.
• The practice had good facilities and was well equipped to treat patients and meet their immediate and longer term needs.
• There was a clear leadership structure and staff told us that they felt very supported by management. The practice proactively sought feedback and suggestions from staff and patients, which it acted on. The practice Patient Participation Group told us that they felt valued by the practice for their efforts.

However there were areas of practice where the provider should make improvements.

Importantly the provider should:

Ensure that the practice reviews its emergency drugs/equipment policy and incorporates a risk assessment and addresses administration, disposal and recording.

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Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice