6 September 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at West View on 6 September 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.
- 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.
- Overall, risks to patients were assessed and well managed, however, the systems for medicines management required improvement to keep patients safe.
We saw an area of outstanding practice:
-
The practice employed a care navigator, one of only two employed by practices in the area, who also provided support to patients at a number of different practices. They worked with older patients and could direct them to services which would help them meet their health and social care needs.
The areas where the provider should make improvement are:
- Review the procedure for monitoring prescriptions to ensure that patients who do not collect them are being followed up.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice