Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Wilmslow Health Centre on 23 February 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• 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 decisions about their care and treatment.
• Information about services and how to complain was available on request and easy to understand.
• Patients said they found it easy to make an appointment with a named GP and that 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. However the practice could not produce updated maintenance certificates for gas and electrical systems.
• 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, in that they open and transparent with people who use their service in relation to care and treatment.

The areas where the provider should make improvement are:

• Ensure systems are in place to accurately record and share learning from significant events and complaints widely and in a timely manner to prevent re-occurrence.

• To ensure certificates demonstrating safety checks of the facilities are in place including gas and electrical safety.
• Ensure all staff have received an annual appraisal.

• Re-instate the patient participation group to ensure patients can give feedback, comments and suggestions and are engaged with the future developments of the practice.

• Ensure that information on how to complain being openly available and accessible to people wishing to make a complaint

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with seven patients on the day of our inspection. We also spoke with the two GP partners, the practice manager, the chair of the Patient Participation Group (PPG), a registrar GP trainee, a practice nurse. We met with staff linked to the Health centre, including representatives from the district nursing service. In addition we met with one relative and one friend who were accompanying a patient on the day of inspection.

Patients told us that they “never had any problems getting an appointment; I can be seen the same day if it’s an emergency”.

One patient said "This is wonderful, I only joined the practice yesterday and today I've been seen and treated - I would say I've been treated very well!" All the people we met were very happy with the service they received at the health centre.

The provider had suitable arrangements in place that respected the dignity and privacy of patients.

The provider made provision for safe and appropriate care, treatment and support.

There were arrangements in place for all staff to be able to recognise and report safeguarding concerns to the relevant person and authority.

Patients were protected because of the safety and suitability of the premises.

Patients were cared for and supported by, suitably qualified, skilled and experienced staff who had been recruited and checked using effective recruitment and selection procedures; and so staff were appropriately qualified and able to do their job.