Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Westleigh Medical Centre on 11 May 2017. 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 a system in place for reporting and recording significant events.
• The practice had defined and embedded systems to minimise risks to patient safety.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with said they found it easy to make an appointment with a 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 sought feedback from staff and patients, which it acted on.
• The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

We saw one area of outstanding practice:

• The practice had implemented a system of daily informal meetings known as “huddles”. Huddles enabled the practice team to have frequent but short briefings so that they could stay informed, review work and make plans, and this ensured a consistent approach to communicating messages to staff. We observed this had a positive impact on team morale.

However there were areas of practice where the provider needs to make improvements:

Importantly the provider should:

• Review the audit system so that the clinical audit cycle is completed for all audits.

• Continue to monitor the practice system for identifying carers to increase the number recorded.
• Introduce a system for monitoring and auditing cleaning schedules.
• Consider that key members of staff keep a copy of the practice business continuity plan at home.
• Review the information provided for patients in the waiting areas for relevance and whether up to date.
• Introduce regular all staff meetings with a standing agenda that includes information about significant events and complaints.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice