Archived: Guildhall Walk Healthcare Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Guildhall Walk Health Centre on 31 August 2017. 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 a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise many risks to patient safety however there were areas that could be improved upon.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients told us that 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.

• The practice proactively looked out for children with additional needs and introduced a ‘Medical Passport’. The aim of this was to ensure that the clinical and non-clinical staff were aware of how best to support the child whilst they were at the surgery. The passport was scanned onto the child’s electronic file with an alert for staff to read it prior to any clinical interaction.

• 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 the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Consider reviewing the patient information leaflet to include full details of the practice complaints procedure.
• Consider reviewing the recruitment policy to make sure it details the recruitment procedure.
• Consider reviewing the whistleblowing policy to include details of external agencies who could provide support to staff.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice