This practice is rated as Good overall.

The key questions at this inspection 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 inspection at West Park Surgery on 5 July 2018 and 9 July 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they could access care when they needed it.

• There was a strong focus on continuous learning and improvement at all levels of the organisation. For example, the sepsis lead had trained receptionists and administrative staff to recognise the symptoms of severe infection.

The areas where the provider should make improvements are:

• Ensure that all complaints are investigated and responded to in line with agreed policies and procedures.
• Develop a written protocol for the management of test results.
• Include training for new clinical staff on the role of a chaperone in the induction programme.
• Improve the number of carers registered.

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

Please refer to the detailed report and the evidence tables for further information.