The Westover Surgery

Updated 6 April 2018

The Westover Surgery is situated in Falmouth. The practice is comprised of two sites, The Westover Surgery and Wood Lane branch surgery.

The deprivation decile rating for this area is seven (with one being the most deprived and 10 being the least deprived). The practice provides a primary medical service to approximately 7,800 patients of a diverse age group. The 2011 census data showed that majority of the local population identified themselves as being White British.

There is a team of two GP partners, both male; the partners are supported by three salaried GPs two female and one male and a female retained GP. The whole time equivalent is 4.5. The GP team were supported by an administration manager, a reception manager, a nursing manager, two practice nurses, a pharmacist, two health care assistant, a physician’s assistant (phlebotomist), and additional administration staff.

Patients using the practice also have access to district nurses, community psychiatric nurses, health visitors, physiotherapists, mental health staff, counsellors, chiropodist and midwives. Other health care professionals visited the practice on a regular basis.

The practice is open from 8am to 6pm Monday to Friday. Appointments are offered between those times. Extended hours are offered at Wood Lane between 6.30pm and 8.30pm on a Monday, Tuesday or a Wednesday, depending on GP and nurse availability. Outside of these times patients are directed to contact the out of hour’s service and the NHS 111 number. This is in line with local contract arrangements.

The practice offers a range of appointment types including face to face same day appointments, telephone consultations and advance appointments (a week in advance) as well as online services such as repeat prescriptions, online appointment booking, patient record summaries.

The practice has a General Medical Services (GMS) contract with NHS England.

This report relates to the regulatory activities being carried out at the following two sites. We visited both sites during our inspection.

The Westover Surgery, Western Terrace, Falmouth, Cornwall TR11 4QJ and the branch surgery at Wood Lane, Woodlane Branch Surgery, Trelawney Road, Falmouth, Cornwall TR11 3GP.

Updated 6 April 2018

This practice is rated as Good overall. (Previous inspection 13 January 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at The Westover Surgery on 6 March 20018 as part of our planned inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• The practice had successfully employed its business continuity plan during the recent adverse winter weather conditions which included heavy snow. Patient feedback was positive about the practice response to the winter weather.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 6 April 2018

Updated 6 April 2018

Updated 6 April 2018

Updated 6 April 2018

Updated 6 April 2018

Updated 6 April 2018