11 January 2017
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Ladies Walk Practice on 11 January 2017. Overall the practice is rated as good.
Our key findings across all the areas we inspected were as follows:
- There was a commitment to providing co-ordinated, responsive and compassionate care for patients.
- 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. There was a commitment to staff development and staff were trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
- Feedback from all of the patients we spoke with or who provided feedback and other stakeholders was continuously positive about the way staff treated them and other patients. Patients said staff went the extra mile and the care they received exceeded their expectations.
- 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 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.
The areas where the provider should make improvement are:
- Review the responses to complaints to ensure they are consistently in line with recommended national guidance.
- Review the processes for working with the patient participation group to fully meet the group’s needs.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice