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Archived: Westcotes GP Surgery Requires improvement


Inspection carried out on 21 June 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Westcotes GP Surgery on 21 June 2016. Overall the practice is rated as requires improvement.

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.

  • 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.

  • 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 practice ensured all staff received regular appraisals. All members of staff received regular reviews of their performance which included a report and a rating.

  • Data showed patient outcomes were low compared to the national average. The practice had employed two practice nurses to improve the range of services offered to patients.

  • Patients said they did not always find it easy to make an appointment with a named GP or that there was continuity of care, with urgent appointments available the same day.

The areas where the provider must make improvements are:

  • Address the issues highlighted in the national GP patient survey in order to improve patient satisfaction, including those in relation to appointment access and consultations with GPs and nurses.

  • Ensure there is an effective system in place to manage and monitor processes to improve outcomes for patients.

The areas where the provider should make improvement are:

  • Review process and methods for identification of carers and the system for recording this. To enable support and advice to be offered to those that require it.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Inspection carried out on 15 August 2013

During a routine inspection

We visited Westcotes GP surgery and Briton Street during our inspection. We published a separate report for Briton Street. We spoke with eight patients and representatives of the Patient Participation Group (PPG). Everyone we spoke with was satisfied with the service they received. Descriptions included: �Pretty good.�, �Brilliant.� and �Very satisfied; quite content.� Most patients we spoke with told us the service had improved in the last six to nine months. Patients told us: �It has really improved recently.� and �It�s got better.�

Patients told us they were involved in decisions about their care and treatment. The service provided information in different languages commonly spoken by their patients and supported disabled people to access the service. We found that the service was actively looking for ways to improve how they met the diverse needs of their patients.

We found that medicines were safely managed by staff at the service.

The service had improved their recruitment practices following an incident when pre-employment checks had not been effective. Patients described GPs as: �Very good,� and one told us, �I like him.� One patient told us the receptionists: �Do all they can to accommodate you.�

Most patients we spoke with were aware of their rights to access their medical records. One patient told us they routinely asked to see their records and the service supported them to do this, providing explanations for example of test results.