GP surgery still needs to improve after warning
Castlegate and Derwent SurgeryA GP practice has been told it still needs to improve, almost a year after a watchdog issued a warning about its leadership.
Castlegate and Derwent Surgery in Cockermouth, Cumbria, has maintained an overall rating of "requires improvement" following an inspection by the Care Quality Commission (CQC).
It found the practice's leadership had improved from being judged "inadequate" to "requires improvement". The same score was given for its effectiveness, however this had dropped from "good".
The surgery said while the rating highlighted some areas where it had fallen short of the "high standards" it aimed to provide, it also acknowledged "many of the improvements" made.
Inspectors said patients were "dissatisfied with the ability to contact the practice via telephone" and found it difficult to make appointments.
However, they said once they got an appointment they were treated with "dignity and respect".
'Inappropriately' triaged
Last year, Castlegate and Derwent Surgery was told by inspectors that its leadership had failed to establish processes to "monitor and improve the quality and safety of care provided".
The new report, published last week, and based on an inspection carried out at the start of the year, said the practice team did not always understand the challenges and the needs of people and their communities.
Although the practice had shared an analysis of "areas of risk and areas of improvement", inspectors said they "did not see evidence of these improvements being embedded within practice".
"Staff told us they were aware of conflict and issues within the established clinical team," the report said.
"This team was not working effectively together to create a positive, inclusive and supportive culture."
Inspectors said there were issues with staffing, with patients being "inappropriately" triaged on the phone.
They added: "The service did not always plan and deliver people's care and treatment with them, including what was important and mattered to them."
However, they said the practice supported people to "live healthier lives" and "reduce their future needs for care and support".
The surgery said it had taken the CQC's findings "very seriously" and had already implemented changes, such as a new triage system and more staff training.
It also plans to change how appointment diaries are run to increase face-to-face appointments and introduce regular quality audits.
A spokesperson said: "We want to assure our patients and the wider community that we are fully committed to addressing these issues and enhancing the quality of care we deliver."
They added the practice welcomed patients' feedback to improve the service.
"We deeply regret any distress or inconvenience caused by the issues highlighted in the CQC report," the spokesperson added.