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CQC inspectors find Cumbria GP surgery to be Outstanding in the services provided to the local population

1 February 2017
Waterloo Surgery
  • Media,
  • GP and GP out-of-hours services

England’s Chief Inspector of General Practice has found the quality of services provided by Waterloo Surgery, Millom, to be Outstanding following an inspection by the Care Quality Commission in September 2016.

Under CQC’s programme of inspections, all of England’s GP practices are given a rating in five key areas; are they; safe, effective, caring, responsive and well led.

A full report of the inspection has been published.

Alison Holbourn, Deputy Chief Inspector of General Practice said:

"It is clear that Waterloo Surgery is providing an effective, responsive and well-led service which is an asset to people living in this part of Cumbria. To get rated as Outstanding is a real achievement.

“It was impressive to see the partnership helped establish the Millom Alliance in response to the threat of closure due to staff losses and issues with their premises.

“We found a compassionate practice that put being responsive to the needs of their patients at the heart of everything they did.

“This was reflected in what people told us and the feedback that the surgery received from their patients.

“This is a great example of what outstanding care looks like.”

Professor Steve Field, Chief Inspector of General Practice said:

“All of this hard work and dedication pays off in making a real difference for their patients – which is why we have found this practice to be Outstanding.”

Inspectors found several areas of good practice.

  • In response to the threat of closure due to staff losses and insecure premises, the practice helped to establish the Millom Alliance. This was a partnership between the practice, other health providers in the area, and patients (represented by the Millom Action Group) which aimed to provide more care services within Millom and to reduce the need for hospital admissions or for patients to have to travel elsewhere to receive care.
  • Data from the local acute hospital showed that following the formation of the alliance there had been a 16% reduction in ambulance attendances from Millom, non-elective admissions to the hospital from the population were down 8% and outpatient referrals had dropped by 11%.
  • 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.


For further information please contact CQC Regional Engagement Officer Kerri James by email or by phone on 07464 92 9966.

Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here.

Please note: the press office is unable to advise members of the public on health or social care matters. For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors


Providers must display their ratings on their premises and on their websites so that the public can see their rating quickly and easily.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.