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Reports


Inspection carried out on 1 September 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Queensway Medical Centre on 1 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.
  • Risks to patients were assessed and well managed.
  • 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 practice participated in local audits, national benchmarking, GP revalidation audits, peer review and research. However we found that the findings of these audits were not held centrally to gain an overview.
  • 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 could make an appointment with a GP and there was continuity of care, with urgent appointments available the same day.
  • Lower patient satisfaction levels were reported with the reception as well as telephone access to the practice.
  • 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.

The areas where the provider should make improvement are:

  • Develop a coordinated approach to clinical audit.

  • Continue to seek and support patients who are also carers.

  • Continue with the plans to monitor and ensure improvement to patient experience, including access to appointments and reception staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice