Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Wolverley Surgery on 19 January 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 an effective system for reporting and recording significant events which staff were aware of and participated in.
• Risks to patients were assessed and well managed across the practice and were regularly reviewed.
• There was evidence of regular audit and review of their practises to improve patient care which included palliative care, after death reviews and implementation of systems to ensure appropriate actions were taken from safety alerts.

• 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 consistently reported high levels of satisfaction with all aspects of care at the practice. The said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. We received many examples from patients of how the caring and compassionate nature and actions of the GPs and staff had had a positive impact on their lives. Reception and dispensary staff were reported by patients to be exceptionally friendly, helpful and accommodating at all times.
• The practice had a carer’s champion who worked closely with the Worcestershire Carers Association and had identified a higher than average number of carers. The practice also had good links and communication with the lead nurse for patients with a learning disability.
• Information about services and how to complain was available and easy to understand and improvements were made to the quality of care as a result of complaints and concerns.
• 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 as well as a triage system.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff reported being well supported at all times 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.

The areas where the provider should make improvement are:

• Introduce a formal record of actions taken in response to recommendations from the Legionella risk assessment.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice