We carried out an announced comprehensive inspection at Willington Medical Group on 27 June 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. The practice proactively identified opportunities for learning in all interactions with patients and service providers.
• Risks to patients were assessed and well managed based on national best practice guidance.
• 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.
• Patients 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.
• There was a consistent focus on continuity of care through named GPs for families and adherence to Royal College of General Practitioner guidance for older people. Urgent appointments were available the same day and patients whose condition meant they were unlikely to adhere to booked appointments were seen opportunistically.
• The practice had good facilities and was well equipped to treat patients and meet their needs. This was achieved through a sustained focus on accessibility by a member of the patient participation group (PPG). The practice demonstrated clearly how it made substantive environmental changes to meet the changing needs of the local population.
• 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 some areas of outstanding practice:

• To address the increasing rates of pre-diabetes in the local population as well as the risks of social isolation, the practice worked with an innovative partnership of local community leisure centre to provide patients with exercise and fitness opportunities in a relaxed, social environment.

• The senior team had a demonstrable commitment to staff wellbeing and welfare and worked within the ethos that staff would give their best if they were healthy and had a good work-life balance. In recognition of these efforts, the practice achieved the Northeast Better Health at Work bronze award in 2012, silver award in 2013 and gold standard in 2014. The practice also achieved the continuing excellence award in 2015 and a small business award in 2013.

• The practice had achieved Young Carers Charter status for its work with young people who were carers for relatives. In addition, a ‘carers prescription’ system was in place that enabled staff to refer patients or relatives to a carers association for further support, such as specialist advice or counselling.

• A member of the PPG carried out an accessibility audit to achieve 'Accessible for All' status. This audit led to an action plan to improve levels of access such as for wheelchairs or patients with a visual impairment. As a result rails and bright markings on accessible parking bays were implemented. The member of the PPG also supported the practice to implement the NHS England Accessible Information Standard. 

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice

We spoke with six patients who attended the surgery on the day of our inspection. They were all very positive about the practice. Comments included “It’s good here” and “The service is very good.”

We observed the waiting area when patients arrived to reception. We saw that staff dealt with enquiries as discretely as possible to limit the possibility of other patients hearing. One member of staff said “We don’t answer the phones at the front desk and use our patient system reference numbers rather than names if we have to have a conversation.”

We saw the practice had safeguarding policies in place for both children and vulnerable adults. There was an identified lead clinician with a clear role to oversee safeguarding within the practice.

We saw the practice was clean, tidy and well maintained. Personal protective equipment and hand hygiene gel was available throughout the practice.

We found staff received regular training and supervision. Staff told us they felt supported by their managers.

We met with four members of the Patient Forum. They told us they were fully involved in setting objectives with the practice for the year ahead, and contributed to any changes required to the questions in the annual patient survey. They said they were listened to and felt that patient opinion and feedback was always welcomed by the practice and suggestions were acted upon.