Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Westlands Medical Centre on 27

September 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.

• Outcomes for patients who used services were consistently very good. Nationally reported Quality and Outcomes Framework (QOF) data, for the up to 2015/16, showed the practice had performed very well in obtaining 100% of the total points available to them for the past two years providing recommended care and treatment to patients.

• Risks to patients were assessed and well managed. The practice had safe and effective systems for the management of medicines, which kept patients safe.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• The continued development of staff skills, competence and knowledge was recognised as integral to ensuring high-quality care. We saw evidence and staff we spoke with told us they were supported to acquire new skills and share best practice.
• Clearly followed, methodical recruitment procedures and checks were completed and documented efficiently to ensure that staff were suitable and competent to fulfil their roles.
• High standards were promoted and owned by all practice staff with evidence of team working across all roles. We observed the practice proactively sought feedback from staff and patients, which it acted on.
• 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a GP and there was continuity of care, 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.

We saw one areas of outstanding practice:

• The practice had identified that their most vulnerable housebound patients had previously been the last to receive their influenza vaccination, therefore leaving them anxious and at risk. In response to this the practice has initiated ‘Rosie on the Road’. An initiative whereby one of the practice nurses had identified the most vulnerable patients and put a plan in place for those patients to receive their vaccination, in their own homes,
• early in the vaccination programme in September or early October.

The areas where the provider should make improvement are:

• Continue with improving services provided to military veterans to ensure they are in line with the military veteran’s covenant.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice