Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Prestwood Road West Surgery on 14 June 2016. Overall the practice is rated as good.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.

Our key findings 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.
• 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 could not always get through to the practice on the telephone.
• Patients said that there was not always continuity of care as they did not find it easy to make an appointment with a named GP. Urgent appointments were 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.

We saw areas where the practice should make improvements:

• Consider pro-actively identifying carers and establishing what support they are provided with.
• Review the arrangements for ensuring curtains used in patient areas are changed in a timely way.
• Consider carrying out a risk assessment to review access at the reception desk for patients who use wheelchairs.

• Review the arrangements for recording minutes of meetings so that staff involvement in decisions made are clearly demonstrated.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice