Archived: William Street Surgery

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at William Street Surgery on 16 February 2016. The overall rating for the practice was good but it required improvement for providing safe services. Specifically we determined that the practice must ensure that systems to assess, monitor and improve the quality and safety of the services were operated effectively.

We carried out an announced comprehensive inspection at William Street Surgery on 16 May 2017. We found that the concerns identified at the previous inspection had been rectified. Overall the practice is rated as good and this includes providing safe services.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and a system for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment. Although not all staff were up to date with safeguarding training and basic life support training.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns. However informally resolved complaints were not recorded.
• Patients we spoke with and the national GP survey confirmed 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.
• 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 the requirements of the duty of candour. We reviewed an example that showed the practice complied with these requirements.

The areas where the provider should make improvement are:

• Update the practice contingency plan.

• Should continue to develop systems for support patients who are caring for others.

• Record, analyse and learn from informally resolved complaints.

• Further develop processes to enable patients to feedback about the service.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice