This practice is rated as 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 Woodseats Medical Centre on 15 August 2018 as part of our inspection programme due to the provider changing their registration with CQC when it moved premises in 2017.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice took action to improve 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.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it although they reported difficulties getting through on the telephone first thing in a morning.
• The practice had a culture of high-quality sustainable care although there were some shortfalls with regard to internal communication pathways and non-clinical staff appraisals.
• There was a focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider

should

make improvements are:

• Develop and improve communication pathways within individual staff teams and between leaders and staff to ensure an inclusive culture.

• Take action to ensure all staff receive a regular appraisal.

• Develop documentation to support the locum induction process.

• Review patient feedback with regard to telephone access first thing in a morning.

• Review the practice policy for basic life support training of clinical staff in line with Resuscitation Council (UK) guidelines.

• Consider reducing the height of the reception desk to assist with confidentiality at the front desk and improved access for patients.

• Review the systems in place to identify carer’s.

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.