Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at West Road Surgery on 31 March 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• The practice referred to and used published safety information to monitor and improve safety outcomes for patients. Staff reported concerns about patient safety and when things went wrong these were fully investigated. Learning from safety incidents was shared with staff to minimise recurrences.
• All equipment was routinely checked, serviced and calibrated in line with the manufacturer’s instructions.
• Risks to patients and staff were assessed and managed. There were risk assessments in place for areas including fire safety, infection control, health and safety, premises and equipment. There was information available in relation to the Control of Substances Hazardous to Health (COSHH) such as cleaning materials.
• There was a detailed business continuity plan in place to deal with any untoward incidents which may disrupt the running of the practice. This described relevant staff roles and responsibilities and the actions they should take in event of disruption to the services.
• Appropriate checks including employment references, proof of identity and registration with professional bodies (where appropriate) and DBS checks were carried out when new staff were employed to work at the practice.
• Newly employed staff undertook a period of role specific induction. Thus helped new staff to familiarise themselves with the practice policies, procedures and ways of working.
• Staff received training, and ongoing support to enable them to carry out their roles and responsibilities.
• There were arrangements in place for managing medicines. These were stored securely and there were systems in place for checking that medicines were in date and available in sufficient quantities.
• Emergency equipment and medicines were available in line with current guidance and legislation.

• The practice used published guidelines, reviews and audits to monitor how patients’ needs were assessed and the delivery of care and treatment.

• Clinical audits were carried out routinely to monitor and improve outcomes for patients.

• Patients consent to care and treatment was sought in line with current legislation and guidance.

• Patients said they were treated with respect and care. They said that they were very happy with the care that they received. They told us that staff were professional, welcoming and caring.
• Information about how to complain / escalate concerns should patients remain dissatisfied was available. Complaints were investigated and responded to appropriately and apologies given to patients when things went wrong or they experienced poor care or services.
• The practice had facilities and equipment to treat patients and meet their needs.
• The premises were accessible to patients with disabilities and had step free access, disabled access toilet facilities and a hearing loop.
• Translation services were available as required.
• 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.
• GPs worked with other health, social care professionals and the local CCG to ensure that patients received care and treatment in a consistent and coordinated way.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We carried out an announced comprehensive inspection at West Road Surgery on 22 January 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:

• 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 provided care in a way that kept patients safe and protected them from preventable harm.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice listened to their patients and organised and delivered services to meet patients’ needs.
• Patients could access care and treatment in a timely way.
• The practice continually audited and developed the services they provided to ensure patient outcomes and satisfaction was improved.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.
• Leaders had the capacity and skills to deliver high-quality, sustainable care.
• Staff told us they felt supported, valued and that management listened to their opinions.
• There was a focus on continuous learning and improvement at all levels of the organisation.

Areas where the provider should make improvements are:

• The practice should continue to monitor the prescribing of hypnotics to work towards a level comparable with local and national averages.

• The practice should continue the work to reduce the exception reporting rate for patients with diabetes.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice