This practice is rated as good overall. The practice had previously been inspected in May 2015 when it was rated good overall.

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Wilsden Medical Centre on 28 June 2018 as part of our inspection programme.

At this inspection we found:

• The practice had a number of systems to manage risk so that safety incidents were less likely to happen. The management of significant events had recently been improved and we saw that when incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• The practice had carried out several full two cycle clinical audits to drive improvement and a practice pharmacist undertook regular medicine reviews.
• Staff involved and treated patients with compassion, kindness, dignity and respect. All of patient comment cards we collected during the inspection were very positive about the care and services offered.
• Patients did not always find the appointment system convenient to use. However, they told us they were always able to access urgent care when they needed it.
• There was an active patient group that worked closely with the staff team. The group undertook surveys and engaged with all members of the practice population. This included health promotion activity at local galas and encouraging patient participation amongst local high school pupils.
• The whole staff team were collaborative and supportive. We saw example of kindness and compassion being displayed to team members when their personal circumstances and needs required a flexible approach.
• Rates of patient screening for cervical, bowel and breast cancer were higher than local and national averages. The provider also had high rates of childhood immunisations.
• There was a strong focus on continuous learning and improvement at all levels of the organisation. For example, in partnership with other health professionals, the practice had delivered an innovative six week course around planning and care towards the end of life.

The areas where the provider should make improvements are:

• The provider should take action to develop a comprehensive and systematic risk assessment across the operation of the practice. This would include building safety and potential risks posed to staff and members of the public; to be assured that health and safety matters are appropriately identified and acted upon.
• The provider should improve their approach to the management of complaints and take action to ensure that all matters of complaint are appropriately investigated, acted upon and learning implemented across the practice team.
• The provider should review their approach to clinical audit and ensure that services offered through minor surgery are regularly reviewed; to be assured that treatment and outcomes are safe and appropriate.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection visit on 24 February 2015 and the overall rating for the practice was good. The inspection team found after analysing all of the evidence the practice was safe, effective, caring, responsive and well led. It was also rated as good for providing services for all population groups.

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

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
• 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 was available and easy to understand.
• Patients said they found it easy to make an appointment, 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.

We saw several areas of outstanding practice including:

• The practice recently supported the PPG to deliver end of life workshops, including advance care planning, palliative care, resuscitation, wills and funeral planning.
• There is an integrated locality team to discuss complex cases, with patients’ consent. The team includes representatives from four local GP practices, social services, occupational therapy, physiotherapy, the mental health team and the voluntary sector.
• The practice’s local federated working (with other GP practices) had secured funding to promote self care of self limiting conditions. Mainly for patients who had mental health problems. This will be promoted widely at the local Bingley show in July 2015.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice