Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Willenhall Oak Medical Centre on 6 December 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 for reporting and recording significant events. Learning was embedded in the outcomes of incident investigations.
• Risks to patients were assessed, well managed and acted upon.
• 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.
• There was significant training provision in the practice and the clinical team included a GP trainer and two GP tutors. Feedback from medical trainees was consistently positive.
• Feedback from patients was very positive and the practice demonstrated a continual focus on improving access to appointments including alternative means of access and out of hours provision. Staff used internal surveys to understand patients’ views of their experience and improve the service. The practice had recently established a patient participation group who were in the process of establishing their role and the improvements they could make.
• 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 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. Staff were asked to contribute to the business development plan and had regular opportunities to give feedback to the senior team.
• The provider was aware of and complied with the requirements of the duty of candour.
• Staff demonstrated a consistent and proactive response to ensuring the safety and protection of patients with safeguarding needs or specific vulnerabilities that went above and beyond usual processes.

There was one area in which the provider should make an improvement:

• The practice should take action to ensure there is documented, trackable evidence of the implementation of new national guidance, including from the National Institute of Health and Care Excellence.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice