22 July 2015
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Westgate Surgery on 22 July 2015. Overall the practice is rated as good.
Specifically, we found the practice to be good for providing safe, effective, caring, responsive and well-led. It was outstanding for providing services for people experiencing poor mental health. We rated the practice as good for services provided for older people, people with long term conditions, families, children and young people, working age people and people whose circumstances make them vulnerable.
Our key findings across all the areas we inspected were as follows:
• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal and external incidents were maximised.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Information was provided to help patients understand the care available to them.
• The practice worked closely with other organisations and with the local community in planning how services were provided to ensure that they meet people’s needs.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the Patient Participation Group (PPG).
• The practice had good facilities and was well equipped to treat patients and meet their needs. Information about how to complain was available and easy to understand
• The practice had a clear vision which had patient care, quality and safety as its top priority. High standards were promoted and owned by all practice staff with evidence of team working across all roles.
We saw several areas of outstanding practice including:
- The practice was taking a lead role in the development of neighbourhood working with local practices and the third sector (Charities and not for profits organisations) to support people to stay in their own homes and receive the right health and social care according to their need.
- All staff in the practice was dementia friends and ensured the needs of people living with dementia were considered in all aspects of their care experience.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice