Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Westerhope Medical Group on 21 October 2015. 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 understood and fulfilled their responsibilities to raise concerns, and report incidents and near misses
• 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.
• Patients said they were able to get an appointment with a GP when they needed one, with urgent appointments available the same day.
• Demand for appointments was continually monitored and the number of GP appointments increased if necessary. Nurse practitioners had been employed on a locum basis to free up GP appointment time
• Both the main and branch surgeries had good facilities and were 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. For example, apologies were issued where complaints had been upheld or errors discovered.

There were areas where the provider should make improvements. The practice should:

• Take action to ensure confidentiality at the Denton Road branch surgery is maintained by ensuring the computer screen behind the reception desk cannot be seen through the window in the entrance hall.

• Review the systems in pIace to gain assurance that all cascaded patient safety alerts are acted upon appropriately

• Review the flooring in use in the treatment room of the main surgery at Stamfordham Road in line with best practice infection prevention and control guidance

• Repair or replace the carpet on the stairs leading to the upper floor of the Denton Road branch surgery premises. Although patients were not required to use these stairs, the missing carpet and resulting uneven surface could present a slip or trip hazard for staff

• Ensure updated Legionella risk assessments are completed for the main and Denton Road branch surgeries

• Review the process currently in place to deal with patients who frequently failed to attend appointments to improve the quality of service and access for others

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

People were positive about the care they received at the practice. Comments included, “They are very nice and don’t look down on you here, they tell you everything” and “The receptionists are never miserable and are always glad to see you and if there is anything you want you just have to ask”.

We found people were given all the information they needed to make an informed decision about their care.

We saw people were cared for effectively and care was planned for the individual.

We saw people were safe and protected from abuse.

People were protected from the risk of infection as the provider had a robust system in place to ensure their safety.

We saw there was an effective recruitment system in place.