This practice is rated as requires improvement overall. (Previous rating May 2017 – Good)

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Requires improvement

Are services caring? – Good

Are services responsive? – Requires improvement

Are services well-led? - Requires improvement

We carried out an announced comprehensive inspection at Wells Park Practice on 11 September 2018. We carried out this inspection to check if the practice had made and sustained improvements identified at previous inspections.

At this inspection we found:

• Systems to ensure that patients and others in the practice were kept safe were not consistently implemented.
• The practice had succeeded in making improvements to some aspects of performance, but there were other areas that had not been addressed effectively.
• Staff treated patients with kindness, respect and compassion.
• Staff helped patients to be involved in decisions about care and treatment, although this was not systemic.
• The practice had failed to act effectively on issues with telephone access and delays after appointment time.
• The practice was not consistently following its own policies and procedures.
• Clinical audit had had some positive impact on quality of care and outcomes for patients, but had not demonstrated improvement such that care in the areas reviewed were consistently good.

The areas where the provider must make improvements as they are in breach of regulations are:

• Ensure care and treatment is provided in a safe way to patients.
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

The areas where the provider should make improvements are:

• Take action to improve the uptake of cancer screening.
• Take action to implement the Accessible Information Standard.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Wells Park Practice on 17 March 2016. The overall rating for the practice was requires improvement. The full comprehensive report on the March 2016 inspection can be found by selecting the ‘all reports’ link for Wells Park Practice on our website at www.cqc.org.uk.

At our previous inspection on 17 March 2016, we rated the practice as requires improvement for providing responsive services as patient satisfaction with access to the service was below average.

This inspection was a desk-based review carried out on 11 April 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 17 March 2016. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as good.

Our key findings were as follows:

• The provider has taken action on all of the areas we identified for improvement.

• When we inspected in March 2016, patient outcomes, as measured by the Quality and Outcomes Framework (QOF), were below average. Although the data is unverified, the 2016/17 QOF scores showed significant improvement, particularly for people with long-term conditions and poor mental health.

• Survey results published in July 2016 showed that patient satisfaction with access to the service remained below average, despite action from the practice.

Consequently, the practice is still rated as requires improvement for providing responsive services.

The provider should:

• Continue to monitor and take action to improve patient satisfaction with making appointments.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Wells Park Practice on 17 March 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 generally 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 took action to make it easier for patients to make appointments. Patients told us that access to the practice and appointment availability had improved, 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 improvement are:

• Continue to take action to improve the care of people with long-term conditions and poor mental health.
• Continue to monitor and take action to improve patient satisfaction with making appointments.
• Review care plans to ensure that they meet patients needs fully.
• Ensure systematic monitoring of all samples taken for the cervical screening programme.
• Ensure all staff undertaking chaperoning understand what is required while performing the role.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice