Archived: Willows Medical Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at the Willows Medical Centre on 24 May 2017. 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 a system in place for reporting, recording and reviewing 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.
• 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 or raise concerns was available. Improvements were made to the quality of care because of complaints and concerns. All complaints were treated as significant events.
• Patients we spoke with said they 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 recently moved into a new purpose built building which provided good facilities and was well equipped to treat patients and meet their needs now and in the future
• 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. Examples we reviewed showed the practice complied with these requirements.
• The practice had developed a care plan questionnaire which was being used by all the practices in the local Federation.

The area where the provider should make improvements are:

To continue to ensure that it identifies patients who are carers so that it can provide appropriate care and support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice