18 October 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Waterside Medical Centre on 18 October 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.
- 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 found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
- 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.
There were areas of practice where the provider should make improvements:
- Consider a process to review and analyse significant events and identify any trends or other learning.
- Review how all patient feedback is reveiwed and acted upon.
- Ensure that complainants are provided with information on how to escalate their complaint if required.
- Review the process of identifying patients who are also carers and offer support.
- Review arrangements for effective communication with those patients who had hearing loss and/or who use a hearing aid.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice