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Watling Vale Medical Centre Good Also known as Dr Berkin & Partners

Reports


Inspection carried out on 19 November 2019

During an inspection to make sure that the improvements required had been made

We carried out an announced comprehensive inspection at Watling Vale Medical Centre on 12 March 2019. The overall rating for the practice was good with the practice rated as requires improvement for being safe.

From the inspection on 12 March 2019, the practice was told they must:

  • Ensure care and treatment is provided in a safe way to patients.

In addition, the practice was told they should:

  • Monitor completion of staff training to ensure all staff are up to date in accordance with practice designated timeframes. Provide adequate supplementary training where required to support staff employed.
  • Appoint and train a fire marshal.
  • Monitor completion of cleaning schedules to support appropriate infection prevention and control (IPC) standards.
  • Routinely review processes for monitoring uncollected prescriptions to ensure practice protocols are being followed.
  • Continue to monitor the recently expanded system for receiving safety alerts to ensure all appropriate alerts are received and actioned.
  • Routinely review exception reporting data to support accurate patient record keeping.
  • Assess risks to patient confidentiality between consulting rooms and complete identified actions to ensure the privacy and dignity of patients is maintained.
  • Continue to identify and support carers within the local population.
  • Include information on the practice website on local support groups for patients.
  • Continue with efforts to improve access to appointments and the telephone system.

The full comprehensive report on the inspection carried out in 2019 March can be found by selecting the ‘all reports’ link for Watling Vale Medical Centre on our website at .

This inspection was an announced focused inspection undertaken on 19 November 2019 as part of our inspection programme to follow up on concerns identified at our previous inspection.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

  • When incidents happened, the practice learned from them and improved their processes. In particular, improvements had been made to the management of staff training and IPC, following gaps identified during our previous inspection.
  • Systems for managing uncollected prescriptions had been strengthened.
  • The practice recognised additional work was needed to strengthen the system for managing safety alerts. In particular, to ensure information on actions taken was shared with appropriate members of the team and that records were maintained.
  • Improvements were demonstrated in the practice’s exception reporting data. Exception reporting for patients with asthma, COPD and diabetes had decreased according to the most recent Quality and Outcomes Framework (QoF) data.
  • Patient confidentiality at the practice had been improved through the removal of a sliding doorway between clinical rooms.
  • The practice was working to support and identify carers within the population. There were 175 registered carers at the time of our inspection. The practice was providing further information to carers on organisations able to offer additional support and information to carers and their dependents. Information was also available on the practice website.
  • Information on local support groups available to patients had not been added to the practice website, however, additional information had been made available within the practice. The practice had installed television screens in the patient waiting areas and utilised these to provide an array of valuable information to patients.
  • The practice was making continued efforts to improve patient satisfaction as highlighted in the national GP patient survey. There had been slight improvements in the practice’s performance in the most recent patient survey. For example, satisfaction with the overall patient experience had improved from 57.4% to 58.7% in the most recent survey data (01/01/2019 to 31/03/2019). However, at the time of our previous inspection 52.3% of patients were satisfied with access to the practice via the telephone, this had decreased to 46.9%. The practice advised it was in the process of investigating a new telephone system in collaboration with its Primary Care Network (PCN). In addition, the practice had recruited more staff since July 2019 to increase the number of staff answering the telephones. To further improve access, the practice had introduced early morning appointments from 7am, twice weekly.
  • All staff had been subject to testing of their immunity status in line with Public Health England Guidance for the majority of diseases. Those requiring additional vaccinations had received them. However, the practice was still to complete testing for diphtheria, polio and tetanus immunity.
  • The practice team displayed a willingness to learn and improve.

The areas where the provider should make improvements are:

  • Ensure actions taken in response to safety alerts are shared with all suitable staff and records are accurately maintained. Develop systems to facilitate appropriate actions are taken by relevant staff in response to safety and records are accurately maintained.
  • Complete all outstanding tests to provide assurance on staff immunity in line with PHE guidance and the practice’s policy.
  • Continue with efforts to improve patient satisfaction with particular regard to the areas highlighted in the results of the national GP patient survey as being in need of improvement.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection carried out on 12 March 2019

During a routine inspection

We carried out an announced comprehensive inspection at Watling Vale Medical Centre on 12 March 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We have rated the practices as requires improvement for providing safe services because:

  • There was insufficient evidence to demonstrate that risks to staff and patient safety were adequately assessed. In particular, those relating to staff immunity status and emergency medicines.

Overall, we found that:

  • Patients received effective care and treatment that met their needs.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice organised and delivered services to meet patients’ needs.
  • Patients found it difficult to access care and treatment via the telephone system and reported delays in accessing appointments.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

The area where the provider must make improvements is:

  • Ensure that care and treatment is provided in a safe way.

In addition, the provider should:

  • Monitor completion of staff training to ensure to all staff are up to date in accordance with practice designated timeframes. Provide adequate supplementary training where required to support staff employed.
  • Appoint and train a fire marshal.
  • Monitor completion of cleaning schedules to support appropriate infection prevention and control standards.
  • Routinely review processes for monitoring uncollected prescriptions to ensure practice protocols are being followed.
  • Continue to monitor the recently expanded system for receiving safety alerts to ensure all appropriate alerts are received and actioned.
  • Routinely review exception reporting data to support accurate patient record keeping.
  • Assess risks to patient confidentiality between consulting rooms and complete identified actions to ensure the privacy and dignity of patients is maintained.
  • Continue to identify and support carers within the local population.
  • Include information on the practice website on local support groups for patients.
  • Continue with efforts to improve access to appointments and the telephone system.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BS BM BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection carried out on 24 February 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Watling Vale Medical Centre on 24 February 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 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.
  • 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.

The areas where the provider should make improvement are:

  • Complete the alteration work which would permanently make the appointment desk Equality Act 2010 compliant by the scheduled completion date of 31 March 2016.

  • Continue to monitor the measures introduced to improve access to appointments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice