Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Maywood Health Care Centre on 15 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.
• Risks to patients were assessed and well managed.
• 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 said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

• Safe arrangements were in place for staff recruitment that protected patients from risks of harm.

• 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.
• 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.
• 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.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvements are :

• To continue in their work to actively recognise patients who also have caring responsibilities.

• Review the areas that are highlighted in the national GP patient survey as issues with low satisfaction levels to identify opportunities for improvement, specifically areas concerning access to the service, seeing the GP of the patient’s choice and explaining tests and treatments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

On the day of our inspection, we spoke with two patients registered with the service and the parent of another. Following the inspection, we telephoned five patients to ask their opinion on the surgery.

All comments made were very complimentary. One patient told us that, "The surgery is excellent". Another told us "We are thrilled and delighted with them" and one other patient told us, "We are very happy with the surgery". The parent we spoke with expressed satisfaction with the service babies and children received.

We spoke with the chair of the patient participation group who told us about their fundraising activities to provide furnishings and equipment for the surgery. They also contributed to local charities such as a food bank.

Most patients told us that the telephones were answered quickly but two did say there could be a delay getting through in the mornings.

We spoke with staff that included; the practice manager, the business manager, two general practitioners (GP), a practice nurse, a healthcare assistant, two receptionists and the visiting health visitor and midwife.

We used a number of different methods to help us understand the experiences of patients who used the service. We spent time talking with people, observing interaction between staff and patients. We reviewed records and systems and looked at the environment. There were comfortable waiting areas and a good number of consulting rooms

When registered the provider declared compliance with all outcome areas.

We saw that patients were treated with respect and had treatment options discussed with them.

We saw that there were effective infection control measures in place to prevent the spread of infection.

We looked at the processes that the practice had in place to ensure the people who used the service were protected from abuse. These processes ensured staff had an understanding of adult and child abuse and what to do if it was suspected.

We looked at the system for managing complaints and saw that the surgery responded appropriately to them.