Westgate Surgery

Updated 24 August 2018

One Medicare Ltd is the provider at Westgate Surgery, Westgate, Otley LS21 3HD. It is one of four GP practices operated by the provider in West Yorkshire. They also operate a walk-in centre and primary care co-located services based in the two central Leeds hospitals.

Otley is a small market town situated approximately 12 miles north west of Leeds city centre. The Public Health National General Practice Profile shows the level of deprivation within the practice demographics being rated as nine. (This is based on a scale of one to ten, with one representing the highest level of deprivation and ten the lowest.)

The provider is contracted to provide Personal Medical Services (PMS) to a registered population of approximately 5,724 patients, who were mainly white British with 2% from mixed ethnic groups.

There are some variables to the practice patient profile compared to national figures. For example, the percentage of patients whose working status is classed as being unemployed is 0% (5% nationally) and the percentage of patients aged 65 years and over is 21% (17% nationally). The average life expectancy for males is 81 years and 86 years for females (compared to 79 years for males and 83 years for females nationally).

The provider is registered with Care Quality Commission to provide the following regulated activities: diagnostic and screening procedures; treatment of disease, disorder or injury; maternity and midwifery services; family planning and surgical procedures.

The practice clinical team is made up of six salaried GPs (three male and three female), an advanced nurse practitioner, a pharmacist and four practice nurses. The practice had just recruited a healthcare assistant who had not yet started employment. The administration team consisted of a practice coordinator and five reception/administration staff. There were also overarching organisational staff who supported the practice staff.

Opening times for Westgate Surgery are Monday to Friday 8am to 6pm, with extended hours from 7am on Wednesday and Friday. Bookable appointments were from 8.30am to 11.30am and 1.30pm to 6.00pm. With early appointments between 7.00am and 8.00am on Wednesday and Friday. Patients had access to Saturday morning appointments via a locality ‘hub’.

Routine and urgent appointments are available, along with telephone consultations as appropriate. Patients can also make appointments via the practice’s online portal on their website. When the practice is closed out-of-hours services are provided by Local Care Direct, which can be accessed by calling the NHS 111 service.

We saw that the ratings from the previous inspection were displayed both in the practice and on the website: www.onemedicalgroup.co.uk/westgate-surgery/

Updated 24 August 2018

This practice is rated as Good overall. (A previous inspection undertaken on 7 December 2017 had rated the practice as requires improvement overall.)

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

As part of our inspection programme, we carried out an announced comprehensive inspection at Westgate Surgery on 28 June 2018.

At this inspection we found:

• The practice had addressed all issues and areas of concern, which had been identified at the previous inspection.
• There was effective management and clinical leadership at a local level, which was supported at an organisational level.
• There were improvements in the identification, reporting and recording of incidents. We saw evidence of shared learning from events, both at a local level and across the organisation as a whole; this also included a “lessons learned” bulletin which was shared with staff.
• There was a clear process for dealing with complaints. On a daily basis, patients had access to a manager in the practice should they need to make a complaint.
• There were comprehensive processes in place relating to the central administration call handling team. Regular meetings were held with the team to enable any issues to be addressed in a timely manner.
• There was a clear and detailed programme of audit in place, which evidenced quality improvement relating to service delivery and patient care. These were shared at a local and organisational level.
• There was regular staff engagement through the use of appraisals, daily ‘huddles’, staff meetings and the “what matters to you” questionnaire.
• There was evidence of good patient engagement through the use of the patient participation group, practice patient survey and the NHS Friends and Family Test.
• There was evidence of a cohesive team with a strong focus on continuous learning and improvement at all levels of the organisation. Staff informed us of the improvements and positive changes that had occurred since the previous inspection.
• The practice was engaged with innovative schemes to support quality patient care and service delivery.

We saw an area of outstanding practice:

• The practice had significantly increased their patient and local community engagement to support patient care. They had facilitated an ‘open afternoon’ to listen to and understand patients’ concerns; set up a regular carers’ café and a bereavement café; attended a local event to perform health checks and provide training in basic life support. The practice offered weekly exercise classes and were currently in the process of developing an area behind the premises into a community garden.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice

Please refer to the detailed report and the evidence table for further information.

Updated 24 August 2018

Updated 24 August 2018

Updated 24 August 2018

Updated 24 August 2018

Updated 24 August 2018

Updated 24 August 2018