3W Health

Letter from the Chief Inspector of General Practice

In April 2016 we found concerns related to the management of medical emergencies and supporting processes during a comprehensive inspection of Wing Surgery – Stewkley Road in Wing (a village between Aylesbury and Leighton Buzzard on the Buckinghamshire/Bedfordshire boarder). Following the inspection the provider sent us an action plan detailing how they would improve the areas of concern. On previous inspection in April 2016, we found one breach of the regulations relating to the safe delivery of services.

We carried out a follow up inspection of Wing Surgery – Stewkley Road on 3 November 2016 to ensure these changes had been implemented and that the service was meeting the requirements of the regulations.

The ratings for the practice have been updated to reflect our findings following the improvements made since our last inspection and the practice was now meeting the regulations that had previously been breached.

Specifically the practice was:

• Operating safe systems in relation to the management of medical emergencies and supporting processes. This included appropriate arrangements in place for handling, using, storing and dispensing medicines.

• The practice (specifically the dispensary within the practice) was now managing repeat prescriptions in a safe and effective way. Furthermore, processes supporting prescription security within the practice had been strengthened and prescriptions were now securely stored and systems implemented to monitor their use.
• Reviewing all the patient feedback received. This included a review of all complaints and compliments and ensuring any relevant learning was implemented. The practice had also updated leaflets and information on the website to ensure patients were aware of how they can raise verbal comments and complaints.

Wing Surgery – Stewkley Road had taken full heed of the findings of the inspection undertaken in April 2016 and is now rated good for the provision of safe, effective, caring, responsive and well led services.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Wing Surgery on 19 April 2016. Overall the practice is rated as good.

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

• There was a system in place for reporting and recording significant events.
• Risks to patients were not always appropriately assessed and well managed. Specifically the assessment of what action staff would take during a medical emergency.
• The management of medicines, including repeat prescriptions was not appropriate.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they 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, but there was no revisiting of old complaints to ensure improvements were embedded.
• Patients 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 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 must make improvement are:

• The practice must make adequate arrangements to deal with medical emergencies, including an assessment of what emergency drugs should be available and make them easily accessible to all staff.
• The practice must ensure the way they manage repeat prescriptions is safe and effective for patients.
• The practice must ensure that prescription pads are stored securely within the premises.

The areas where the provider should make improvement are:

• Provide a system by which complaints can be reviewed to ensure any relevant learning is embedded and clarify in practice literature that patients are made aware they can raise verbal comments and complaints.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice