We carried out an announced comprehensive inspection at Watling Vale Medical Centre on 12 March 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We have rated the practices as requires improvement for providing safe services because:

• There was insufficient evidence to demonstrate that risks to staff and patient safety were adequately assessed. In particular, those relating to staff immunity status and emergency medicines.

Overall, we found that:

• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs.
• Patients found it difficult to access care and treatment via the telephone system and reported delays in accessing appointments.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

The area where the provider must make improvements is:

• Ensure that care and treatment is provided in a safe way.

In addition, the provider should:

• Monitor completion of staff training to ensure to all staff are up to date in accordance with practice designated timeframes. Provide adequate supplementary training where required to support staff employed.
• Appoint and train a fire marshal.
• Monitor completion of cleaning schedules to support appropriate infection prevention and control standards.
• Routinely review processes for monitoring uncollected prescriptions to ensure practice protocols are being followed.
• Continue to monitor the recently expanded system for receiving safety alerts to ensure all appropriate alerts are received and actioned.
• Routinely review exception reporting data to support accurate patient record keeping.
• Assess risks to patient confidentiality between consulting rooms and complete identified actions to ensure the privacy and dignity of patients is maintained.
• Continue to identify and support carers within the local population.
• Include information on the practice website on local support groups for patients.
• Continue with efforts to improve access to appointments and the telephone system.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BS BM BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Watling Vale Medical Centre on 24 February 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 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.
• 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 improvement are:

• Complete the alteration work which would permanently make the appointment desk Equality Act 2010 compliant by the scheduled completion date of 31 March 2016.

• Continue to monitor the measures introduced to improve access to appointments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice