Archived: The Practice Willow House

Letter from the Chief Inspector of General Practice

We undertook a comprehensive inspection of The Practice Willow House on 28 April 2015.

The practice has an overall rating of good.

The Practice Willow House provides primary medical services to people living in the Lower Bevendean region of Brighton and Hove. At the time of our inspection there were approximately 1977 patients registered at the practice with one salaried GP and locum cover. The practice was also supported by a nurse, a healthcare assistant and a team of reception and administrative staff.

The inspection team spoke with staff and patients and reviewed policies and procedures. The practice understood the needs of the local population and engaged effectively with other services. There was a culture of openness and transparency within the practice and staff told us they felt supported. The practice was committed to providing high quality patient care and patients told us they felt the practice was caring and responsive to their needs.

Our key findings were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Risks to patients were assessed and well managed.
• The practice had systems to keep patients safe including safeguarding procedures and means of sharing information in relation to patients who were vulnerable.
• Infection control audits and cleaning schedules were in place and the practice was seen to be clean and tidy.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance.
• Staff had received training appropriate to their roles, with the exception of chaperone training for administrative staff. Any further training needs had been identified and planned.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• The practice had responded to concerns from patients about not being able to get appointments, and a high level of non-attendance by developing a same day only appointment system. They had implemented online appointment booking for patients unable to call in and this was working well for the majority of patients we spoke with.
• 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.
• Patients with palliative care needs were supported using the Gold Standards Framework.
• The practice had the appropriate equipment, medicines and procedures to manage foreseeable patient emergencies.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the Patient Participation Group (PPG).

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should;

• Ensure all staff acting as chaperones have received appropriate training.
• Ensure that repeat prescribing protocols are reviewed and shared with all GPs.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice