Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Warrengate Medical Centre on 1 March 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 taking remedial action in relation to 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 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.
• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
• 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We saw steps had been taken to encourage patient feedback as the practice had conducted patient surveys and had a comments box available in the reception area.

During the inspection we were able to speak with eight people who used the service who were happy with the care they received. Comments included:

“I’ve been here 10 years. It’s champion.”

“I’ve never had a problem either getting an appointment or with the doctors. The nurse is really good. She explains everything.”

There was a nominated safeguarding lead within the practice. Staff were able to outline the different types of abuse people may be at risk of and explain what signs they would look for to indicate a child or vulnerable adult was suffering from abuse. Staff had received safeguarding children training and were in the process of completing training which focused on vulnerable adults.

The practice had a recruitment policy in place. However, when we reviewed this we saw it was unclear how many references would be obtained prior to confirmation of employment. One of the staff files we looked at did not demonstrate the recruitment policy had been followed.

We saw there was information available for staff and people who use the service and this made reference to the NHS Complaint Procedure 2009.