This practice is rated as Good overall.

The key questions 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 at Rillwood Medical Centre on 12 April 2018 as part of our inspection programme.

At this inspection we found:

• When incidents happened, the practice learned from them and improved their processes.
• Most staff had the skills, knowledge and experience to carry out their roles although the practice could not demonstrate training records for all staff.
• Clinical performance data was comparable to the national and local data.
• There were systems to review the effectiveness of the care and there was evidence of actions taken to support good antimicrobial stewardship (which aims to improve the safety and quality of patient care by changing the way antimicrobials are prescribed so it helps slow the emergence of resistance to antimicrobials thus ensuring antimicrobials remain an effective treatment for infection).
• Patients we spoke with told us staff had treated them with compassion, kindness, dignity and respect.
• The practice offered a flexible range of appointments and services.
• There were systems for business planning, risk management, performance and quality improvement.
• Systems for engaging with patients and acting on concerns were not well-established. At the time of inspection the patient participation group was not active.

The areas where the provider should make improvements are:

• Follow current plans to recruit to the position of practice nurse so reviews of long term conditions, immunisation and taking samples for the cervical screening could be resumed on site.
• Consider providing a defibrillator to deal with medical emergencies as recommended by current good practice guidance and national standards.
• Consider ways of engaging with patients to increase the uptake of bowel cancer monitoring.
• Monitor the recently implemented training needs analysis which covered training of core areas and ensure a documented process to evidence training records for ongoing staff refresher training.
• Develop patient engagement though an active patient participation group.
• Revise the complaint leaflet so it referenced an advocacy service should the complainant need support.
• Develop an overview of the status of applicable safety alerts and their implementation status.

Professor Steve Field CBE FRCP FFPH FRCGP