Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at St Wulfstan Surgery on 21 April 2016. The overall rating for this service is outstanding

Our key findings across all the areas we inspected were as follows:

• There was a system in place to raise concerns and report significant events. Staff understood their responsibilities to raise concerns, and to report significant events. These were discussed regularly at meetings and were a standing agenda item. Learning was shared with practice staff regularly and with other practices in the locality.
• Patients’ needs were assessed and care was provided to meet those needs in line with current guidance. Staff had the skills and expertise to deliver effective care and treatment to patients. This was maintained through a programme of continuous development to ensure their skills remained current.
• Risks to patients were assessed and well managed through practice meetings and collaborative discussions with the multi-disciplinary team. Patients’ needs were assessed and care was planned and delivered following best practice guidance.
• Information about safety alerts was reviewed and communicated to staff by the practice manager in a timely way.
• Patients told us GPs and nurses at the practice treated them 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 in the reception area and on the practice’s website. Patients told us that they knew how to complain if they needed to.
• The practice had good facilities and was well equipped to treat patients and meet their needs. This included easy access for patients who used wheelchairs.
• There was a clear leadership structure and staff told us they felt supported by management. Staff morale was high. Staff were committed and motivated to deliver high standards of care and there was evidence of team working throughout the practice.
• The practice proactively sought feedback from patients, which it acted on.
• The practice coordinated a volunteer drivers’ scheme which was run by patients for patients. This free service was provided for those patients who experienced difficulties getting to the practice.
• The practice became a host practice for research in 2012. They regularly hold research awareness events in order to increase awareness of clinical trials and studies and to encourage participation. These were coordinated by two GPs.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice