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Westcroft Health Centre Good

Inspection Summary

Overall summary & rating


Updated 27 February 2020

We carried out an announced inspection at Westcroft Health Centre on 9 July 2019. The overall rating for the practice was good with the practice rated as requires improvement for being safe.

From the inspection on 9 July 2019, the practice was told they must:

  • Ensure care and treatment is provided in a safe way to patients.

In addition, the practice was told they should:

  • Routinely complete and review risk assessments, including those relating to health and safety, premises, security, water safety and fire. Ensuring all identified actions are completed in a timely manner.
  • Monitor performance of the cleaning contractors and ensure plans to implement regular deep cleaning of carpets are realised.
  • Improve maintenance of staff records ensuring consistencies in records kept, particularly for reference requests and completed inductions.
  • Maintain records of clinical supervision to support staff employed in advanced roles. Complete all outstanding appraisals for staff.
  • Continue to monitor the results of the national GP patient survey and patient satisfaction with access to appointments, particularly when trying to contact the practice by telephone.

The full comprehensive report on the inspection carried out in July 2019 can be found by selecting the ‘all reports’ link for Westcroft Health Centre on our website at

This inspection was an announced focused inspection undertaken on 27 January 2020 as part of our inspection programme to follow up on concerns identified at our previous inspection.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

  • Systems and processes to reduce risks to patient and staff safety had been strengthened, in particular those relating to staff immunity status and the availability of appropriate emergency medicines.
  • There was a systematic approach to reviewing and maintaining risk assessments and practice policies. Required actions identified following risk assessments were recorded in action plans and resolved as needed.
  • Maintenance of staff records had been improved and records we reviewed demonstrated a uniform approach to both recruitment and record keeping.
  • Systems to support effective clinical supervision and appraisals had been developed. The practice was due to commence a 360 appraisal programme for all staff. Managers had been appropriately trained to support effective implementation of the new appraisal system.
  • The practice had reviewed appointment access and was working continuously to improve patient satisfaction. In particular, the practice had actively promoted online services, to encourage patients to book appointments online where possible. Telephone lines had been increased from eight to 12 and staffing had been restructured to ensure as many staff as possible were answering telephones during busy periods. On the day of our inspection, we saw there were multiple same day appointments available with the duty doctor and another GP.
  • The NHS 111 service were able to book appointments directly with the practice for patients contacting them whom required urgent appointments.

The areas where the provider should make improvements are:

  • Ensure planned works to replace all carpeted flooring with appropriate clinical flooring is completed in a timely manner.
  • Continue to monitor the results of the national GP patient survey and patient satisfaction with access to appointments, particularly when trying to contact the practice by telephone.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection areas










Checks on specific services

People with long term conditions


Families, children and young people


Older people


Working age people (including those recently retired and students)


People experiencing poor mental health (including people with dementia)


People whose circumstances may make them vulnerable