The Westerham Practice covers much of the North Downs area. The practice is based at two main centres, Winterton Surgery just off Market Square Westerham and The Medical Centre on the main road in Sundridge.
The locations inspected were the Winterton Surgery at Russell House, Market Square, Westerham and the branch surgery located at The Medical Centre at 173 Main Road, Sundridge, Sevenoaks. The medical centre has a fully stocked dispensary and qualified dispenser. All patients who live more than a mile from a local pharmacy are able to choose to have their medicines dispensed to them at the surgery, or at their homes if the doctor is visiting. Arrangements can be made for the housebound to have their repeat medication delivered.
The practice was responsive to patients’ needs. Staff had access to appropriate equipment, training, guidance and support. Staff had access to information about patients to support clinical decisions so that they could deal effectively with patients’ needs. The provider had satisfactory systems in place to protect patients from the risk of abuse and ensure they received the appropriate care and treatment.
Staff told us they felt supported and the practice was well-led. There was a clear governance structure in place and regular team meetings to ensure that information was cascaded to all team members. We found that annual appraisals were undertaken for all staff, however, there were limited opportunities for staff to formally discuss issues relating to their work in a one to one meeting.
We found the practice was effective in meeting a wide range of patients’ needs. Patients told us that they were happy with the care they received and that they were involved in decisions about their care. We were told staff were polite and respectful and we observed this to be the case. The practice carried out regular satisfaction surveys to capture patients’ views.
During our inspection we spoke with 25 patients. Without exception patients were complimentary about the care they received and told us that staff were helpful, knowledgeable and that they felt safe and well cared for. However, patients repeatedly complained that there was a long wait for appointments if they wished to see their own doctor.
We saw that the practice proactively identified patients and their carers who may need on-going support. The practice provided home visits for those who were housebound or too ill to visit the surgery. There were district nurses attached to the practice who were available to give nursing care to patients in their homes. The practice had a named GP who visited 26 patients on a weekly basis at a local residential home.