Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Wolston Surgery on 28 November 2016. Overall the practice is rated as good.

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

• There was a clear process for reporting and recording significant events. This was in line with requirements and staff were involved with the investigation of and learning from these events.
• The premises and equipment used were safe and standards of cleanliness and hygiene were maintained.
• Stringent procedures ensured that medicines were handled and dispensed safely.
• Data from the Quality and Outcomes Framework (QOF) showed patient outcomes were in line with or higher than Clinical Commissioning Group (CCG) and national averages.
• Staff had online access to up to date guidelines from NICE and attended local training days which reinforced this. We checked a sample of recent NICE updates and saw that action had been taken, for example by conducting clinical audits.
• There was evidence that the practice had improved the quality of care and treatment it provided through clinical audit, although the number of audits completed was low.
• Staff learning and development was managed through a system of induction and appraisal. Staff had completed role specific training and competency assessments.
• There was a commitment to collaborating with healthcare professionals from external services to understand and meet patients’ needs.
• Data from the National GP Patient Survey (July 2016) showed the practice results for patient satisfaction were significantly higher than local and national averages.
• Staff members were kind and helpful to patients and treated them with dignity and respect.
• There was an effective system for handling patient complaints and concerns. Information was available to help patients understand the complaints system. Appropriate action was taken to resolve matters and learning was discussed at two monthly practice meetings.
• The practice offered a twice weekly transport service for patients who lived in Ryton-on-Dunsmore where there was limited access to public transport.
• Staff told us they felt confident raising issues and making suggestions, and that the practice manager and GP partners were approachable and friendly. Staff said they felt appreciated in their roles. There were frequent minuted staff meetings where information was exchanged.
• There was a candid and accountable culture that supported dealing with problems openly.
• The practice was aware of the requirements of the duty of candour.
• The practice encouraged feedback from patients, the public and staff and used this to improve services.

The area where the provider should make improvements is:

• Review the use of clinical auditing to monitor the quality of patient care.
• Continue to monitor the revised system for receiving and disseminating MHRA alerts.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice