CQC Report WellBN Medical Practice, July 2023
The Care Quality Commission (CQC) carried out an announced comprehensive inspection at WellBN from 2 May 2023 to 5 May 2023. Overall, the practice was rated as good.
To get to the heart of patients’ experiences of care and treatment, the CQC always ask the following 5 questions:
• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?
In all areas, CQC rated WellBN as 'good'.
Background
The CQC carried out an earlier announced comprehensive follow up inspection from 4 May 2022 to 6 May 2022. At this inspection CQC found insufficient improvements had been made and they identified additional concerns. The provider was rated as 'inadequate' and placed in special measures. On 20 May 2022, CQC issued two warning notices against Regulation 12 (Safe care and treatment) and Regulation 17 (Good governance). CQC carried out a further inspection on 17 August 2022 and confirmed the provider was compliant with the warning notices
Summary of the findings
The provider had continued to make improvements since the CQCs last inspection. Risks to patients, staff and visitors were assessed, monitored and managed effectively.
• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Information to deliver safe care and treatment was available to staff.
• The pratice had clear processes to identify, understand, monitor and address current and future risks, including risks to patient safety.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice had reviewed and improved access and the telephone system. Improving access was a priority for them, and they used patient feedback to focus their actions.
• Staff told CQC inspectors they were happy with the level of support and communication provided by their management team.
• The practice encouraged staff development and gave staff the opportunities to further their career.
• The practice had established an active patient participation group and patient views were acted on to improve services and culture.
• The way the practice was led and managed promoted the delivery of high-quality, person-centred care.
• The provider was fully engaged and committed to completing and embedding improvement actions.
Actions
Whilst CQC found no breaches of regulations, they found that WellBN should:
• Improve the systems for the identification of carers so that all carers are offered support.
• Continue to improve patient access to appointments, the electronic triage systems, and telephone wait times.
• Proactively offer a private room or area when patients appear distressed or are making a complaint.
How Healthwatch shared your feedback with CQC
Healthwatch told CQC in April/May that we had received mixed feedback about WellBN practice from patients who had directly contacted us this year.
The negative comments we received were largely about access to appointments, the triage system and the telephone wait times. We told CQC the negative feedback had increased since the merger of Brighton and Hove Wellbeing Centre with Benfield Valley Healthcare Hub in October 2022.
Healthwatch also directly raised patient concerns with the Commissioner for Primacy Care services in Brighton and Hove and their team shared this with WellBN.
"I am pleased to read this latest CQC report about WellBN and the improvements that have been made. The practice is to be commended for taking decisive action. I am also pleased that the patient feedback Healthwatch shared with CQC has been taken into account in this latest visit and welcome the continuing action for WellBN to improve patient access to appointments, the electronic triage systems, and telephone wait times, which must happen sooner rather than later."
