Brierley Hill GP practice put into special measures

Patients struggling to get appointments and no patient support group in place were among the problems found at the surgery serving 8,500 patients.

The Waterfront Surgery, based at Brierley Hill Heath and Social Care Centre, was told to make improvements after care was rated as 'inadequate' overall.

Inspectors rated the practice as inadequate at providing safe, well-led and caring services as a result of the inspection carried out in December.

The inspectors said just 63 per cent of patients at the surgery were satisfied with the practice's opening hours compared to the CCG average of 75 per cent and national average of 74.9 per cent.

The report added: "People told us they were unable to get appointments when they needed them due to the phone system."

Inspectors discovered that during November, 2015, 270 appointments were not attended but there was 'no system in place to monitor or respond to this'.

Officials said it performed better in other areas and rated the surgery as requiring improvement in being responsive and effective.

Janet Williamson, deputy chief inspector of general practice in CQC's central region, said:

"During our inspection we saw that staff had the skills, knowledge and experience to deliver effective care and treatment. However, we also found that care and treatment was not always delivered in line with best practice.

"We have found significant areas of concern, which is why we are placing the practice into special measures – so opening the way for the practice to receive support from NHS England among others. We know The Waterfront Surgery has acknowledged the areas where action must be taken. We will continue to monitor this practice and we will inspect again in six months.

"I am hopeful that the practice will do what is required for the sake of its patients, but if we find that the service remains inadequate, we will consider taking further action."

Inspectors say there were positives from their visit including observing staff who were 'courteous and helpful' and treated patients with 'dignity and respect'.

Paul Maubach, chief executive at Dudley CCG, said: "We are working with the Waterfront Surgery and the CQC inspectors.

"We will work with the practice to ensure immediate action is taken to address the concerns. Additional support will also be given over the next six months so we can be sure that improvements are made and Dudley people are receiving care that is of the highest quality." No-one from the surgery was available for comment.