GP surgery issued warning by health watchdog

A GP surgery has been issued a warning after inspectors rated it as "requires improvement" and its leadership as "inadequate".

Castlegate and Derwent Surgery in Cockermouth, Cumbria, was found to have shortfalls in safety, responsiveness and being well-led.

Its well-led rating, classed as "requires improvement" on a previous visit by the Care Quality Commission (CQC), scored just 29 out of 100 for performance.

The practice said it "wants to assure patients and the wider community" of its "commitment to addressing these issues and enhancing the quality of care delivered".

The health inspectors' warning notice said the surgery "failed to establish policies, systems, governance and processes" to "monitor and improve the quality and safety of care provided".

Patients reported being "dissatisfied with the ability to contact the practice via telephone and reported difficulty accessing appointments at the surgery".

Inspectors also discovered patients to be "frustrated" in relation to being able to collect prescriptions at a pharmacy of their choice, while vulnerable patient groups stated it was "difficult to access a GP when needed".

Since the CQC site visit in March, the surgery said it had hired a new practice manager and implemented an Electronic Prescription Service (EPS) system.

In a statement, it said it "deeply regrets any distress or inconvenience caused by the issues highlighted".

It said "a clear action plan for the coming months" had been implemented and a "total triage system" is set to come into force in December to better manage appointment availability.

Practice managers will also introduce regular audits and it will work closely with its Patient Participation Group (PPG) to "ensure patient feedback plays a key role" in shaping services going forward.

The surgery is part of a wider health facility in Isel Road, which opened ten years ago.

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