Inspectors put GP surgery into special measures

A doctors’ surgery has been put into special measures following an inspection by the Care Quality Commission (CQC).

Willesborough Health Centre has been rated ‘inadequate’ following the visit on Monday, January 19.

While the centre in Bentley Road, Willesborough, was deemed ‘good’ for caring services, it was considered ‘inadequate’ for well-led and safe services and ‘required improvement’ for services that are effective and responsive to people’s needs.

Ruth Rankine, deputy chief inspector of General Practice CQC’s South region said: “While there was a leadership structure in place, we were not convinced that Willsborough Health Centre had the capacity and capability to lead effectively.

“This put people using the service at risk of not receiving the high quality care, which everyone is entitled to receive from their GP practice.

“Patients were at risk of harm because systems currently in place were not embedded well enough to keep them safe. For example, recruitment checks were not fully documented and staff had not completed training appropriate for their roles.

“As a result of these and other areas of concern we are placing the practice into special measures, so the practice can receive the support it needs to improve.

“We will continue to monitor this practice and will inspect again in six months to check whether improvements have been made. If we find that the service remains inadequate, we will consider taking further enforcement action.”

In a statement on its website, the centre said: “We aim to provide the very best care for our patients and are therefore disappointed that following a recent CQC inspection, some of the policies and procedures at the practice have been found to be below their standards.

“We have worked hard to make improvements to our services since the CQC visit and have already addressed many of the areas identified by the CQC.

“While the latest CQC report has rated the practice as ‘good’ for providing a caring service to our patients, it has highlighted that there is further work we must do to improve our policies and procedures in order to support the best possible patient care.

“Our team at the practice is committed to making the necessary improvements for our patients and is already taking steps to address the areas where action is required, within the required timescales.” I’ve always found them to be superb. A number of times they have said drop everything and come down immediately and there has been a GP waiting to greet us in reception.

Only ever had great care here, especially with my severely asthmatic son. This is very disappointing. I hope they get all the help they need. They have a huge catchment area and far too many patients. It must be tough working under such pressure. We can all criticise but few of us could do a better job.

Nightmare trying to get an appointment but I have no complaints regarding the GPs.

I’m surprised at this, I’ve never had a problem there.

Gone downhill over past few months. Hopefully it will improve now.

When I used to live in Ashford this surgery was the best. Never had an issue with them, was with them for years.

I’ve never had a problem with them. Then again too many people often have unrealistic expectations when in fact they should realise just how lucky there to have free healthcare. Willesborough Health Centre has always been superb with my family, with two members having extremely complex health needs.

On a more positive note, now that the CQC have done their report, plans will be put in place and patients will hopefully see a much more improved service within the next six months.

Willesborough Health Centre