Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Westbury-on-Trym Primary Care Centre on 3 August 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.
• Feedback from patients about their care was consistently positive. Patients told us that staff went the extra mile.
• 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 used innovative and proactive methods to improve patient outcomes, working with other local providers to share best practice. For example we saw an appointments system that offered extensive access to patients, including an on-line consultation scheme.
• Patients said they found it easy to make an appointment with a named GP and 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.

We saw one area of outstanding practice:

• The practice offered an online consultation service, available 24 hours a day, 7 days a week, providing a range of outcomes for patients, usually on within one working day, based on clinical needs.

The areas where the provider should make improvement are:

• Review arrangements for staff training to ensure all staff receive appropriate training and records are up to date.
• Review recruitment arrangements to ensure personnel files include a record of all necessary employment checks.
• Review arrangements for storage, issue and audit ensure the security of blank prescription paper.
• Review arrangements for temperature control of vaccine fridges to ensure accuracy of temperature recording.
• Review arrangements for chaperones to ensure consistent practice.
• Review safety of windows where cord operated blinds are fitted.
• Review arrangements for recording patient consent to ensure written record is made.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We were welcomed by patients and all members of staff when we visited. The inspection was announced to the service 48 hours prior to our visit. The GP’s, practice manager and staff had considered a programme of events for our visit so that we had a useful variety of patients and staff to speak with. This included us attending GP and nurse consultations.

We were supported throughout our visit by a dedicated management team and various other clinical and non-clinical staff. All staff involved in the inspection clearly supported the practice and their commitment to deliver high quality clinical and medical services in a manner that would significantly improve the patient experience.

We looked at the most recent comments that had been received by patients through the NHS Choices website. One patient wrote “I just wanted to write a review to say how I was personally very pleased with the surgery. It is always spotlessly clean and inviting. The receptionists are all very welcoming and charming. The doctors and nurses are very professional, knowledgeable, compassionate, and friendly. Finally I would just like to say my GP is Exceptional!”

We spoke with and observed staff throughout our visit. Staff were very clear about their roles, responsibilities and professional accountability. They were confident in their chosen roles and shared with us their experiences of working at the practice.