Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Willenhall Primary Care Centre – 1 on 7 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. Learning outcomes were shared with staff.
- Risks to patients were assessed and well managed. This included effective systems being in place to monitor the safety of equipment, health and safety practices and infection control measures.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained with the skills, knowledge and experience to deliver effective care and treatment.
- Patient feedback showed they were treated with compassion, dignity and respect and were also involved in their care and decisions about their treatment.
- Information about services and how to complain was available and easy to understand. The practice adopted a responsive approach to complaints received. Improvements were made to the quality of care as a result of complaints and concerns.
- Feedback showed that patients found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day. Longer appointments were available for patients in vulnerable circumstances.
- The practice had good facilities and was well equipped to treat patients and meet their needs.
- The practice was forward thinking and participated in pilots aimed at improving healthcare for its patients as well as those who were not registered with the practice.
- There was a clear leadership structure and staff felt supported by management. The practice sought feedback from staff and patients.
- The provider was aware of and complied with the requirements of the duty of candour.
We saw an area of outstanding practice
Practice management had engaged with the needs of their population which had a higher unemployment rate when compared with local and national averages. Practice staff had initiated contact with representatives from the Department for Work and Pensions in efforts to help their patients understand their employment options and benefit entitlements. As a result, an advisor attended the practice on a regular basis and we were provided with specific examples where this had directly impacted upon their patients’ health and wellbeing.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice