We inspected Dr M. R. Spencer & Partners practice (Welbeck Health Centre), Bolsover on 07 October 2014 as part of our new comprehensive inspection programme. For this inspection, we did not visit the branch surgery in Glapwell as the provider had previously been inspected in December 2013.

Our key findings were as follows:

• Patients using the service were treated with dignity and respect, and they felt involved in decisions about their care and treatment.

• Patient needs were assessed and care was planned and delivered to ensure their welfare and safety.

• The practice was responsive in meeting the different population groups’ needs including improvements to phone and appointment access.

• The provider had effective systems in place for the safe management of medicines, equipment, infection control and dealing with emergencies.

• The practice worked with other providers to ensure patients were supported to maintain good health outcomes.

• The practice was well led, and learning and development of staff was promoted

We saw several areas of outstanding practice including:

• A strong learning culture and commitment to continued quality improvement, including working with the productive general practice programme. This culture was embodied by all of the staff.

• A drive by the whole practice team to constantly innovate and improve the services it provides for its patients’. This included initiatives to promote patients physical and mental health wellbeing. For example, promoting adult literacy for patients with mental health needs and Bolsover Wellness (working with health trainers, providing onsite gym facilities, chair-based exercise classes and facilitating a falls prevention group).

• The practice promoted work with young people and schools as part of “You’re welcome initiative”. This included engaging students in competitions, healthy eating and alcohol awareness campaigns.

• The proactive use of the community matron in end of life care planning, hospital admission prevention work promoted positive outcomes for patients. This included use of personalised care plans to ensure individual patient needs were met in the planning and delivery of their care.

• A patient singing group was held on a monthly basis since August 2013. This group comprised of patients over 60 years (and their carers) who had a chronic illness such as Alzheimer’s and memory problems. This activity was aimed at improving the mental wellbeing of older patients.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We spoke with 22 patients of Dr Spencer and Partners Surgery during our inspection. We spoke with 10 of these patients in person during our visit to the practice and a further 12 patients by telephone. We did this to help us to understand the outcomes and experiences of patients who used the practice. Patients generally spoke highly of the practice and told us that they were given appropriate support and information regarding their treatment. One patient told us “All staff are equally magnificent.”

We found that care and treatment was planned and delivered in a way that was intended to ensure patients safety and welfare. Patients were able to access emergency or urgent appointments with ease, however routine appointments with specific doctors were more difficult to arrange. Senior staff within the practice were proactively working to improve this issue.

The main surgery at Welbeck Road had a dispensary on site. Patients told us that this worked well and, “There is no problem at all with getting medication.” Staff members received appropriate training and personal development opportunities. Staff we spoke with told us that they felt well supported by the GP Partners and Practice Manager.

The provider had an effective system to regularly assess and monitor the quality of service that patients receive and to identify, assess and manage the risks to the health, safety and welfare of patients and others.