Billinge Medical Practice in special measures after CQC inspection

Following an inspection in September, Billinge Medical Practice was given an 'Inadequate' rating from the Care Quality Commission (CQC) due to issues with the safety and responsiveness of its services.

Published on December 28, the CQC report states that the practice has six months to improve its services and systems, which could result in the cancellation of the health provider's registration if the failings are not appropriately addressed.

Since the inspection, "immediate action" is said to have taken place to address the issues raised at Billinge Medical Practice, with changes made in partnership and in management.

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The practice also has a surgery in Orrell, Wigan (Image: Google Maps)
The CQC report states that the systems for the management of long-term conditions, patient safety alerts, and high-risk medication did not consistently ensure that patients had the required health monitoring.

The systems for ensuring risks were identified and addressed were also reported to be ineffective, while training records did not demonstrate that all staff had completed the training required for their roles.

Looking at patient feedback, many stated that they found it difficult to get through to the Billinge practice by phone and were dissatisfied with the appointment system.

Although the provider had made changes in response to this, they had not taken action to assure themselves that the changes were having a positive effect on patient experiences.

The provider therefore did not have a system to seek, monitor, and act on patient feedback and evaluate the action taken, and the report concluded that the systems for identifying, managing and mitigating some risks were not effective.

In order to improve, inspectors noted that the practice must ensure that care and treatment are provided safely to patients, while effective systems and processes need to be in place to ensure good governance in accordance with the fundamental standards of care.

The CQC report confirms that a second inspection will take place in the next six months, with further action to be taken if no improvements have been made.

There has been changes in partnership and management since the inspection (Image: Google Maps)
In response to the CQC report, a Billinge Medical Practice spokesperson said: "The Partners would like to address the recent CQC report at Billinge Medical Practice and offer reassurance to our patients that we are taking immediate action to address the issues raised.

"Since the inspection in September 2023, there have been significant changes in both partnership and management at the practice, demonstrating our commitment to addressing the concerns raised.

"We are pleased to inform our patients that three new experienced partners have joined the practice as of November 1 2023, bringing fresh perspectives and expertise to the team.

"In addition, we have strengthened our management team with experienced professionals who are dedicated to ensuring the highest standards of care and operational excellence.

"The new partners and management team are fully committed to addressing the areas identified within the CQC report and have already taken steps to rectify a number of the issues.

"We have developed a comprehensive improvement plan with clear milestones to guide our actions and ensure that the necessary changes are made in a timely manner. Our focus is on enhancing the quality of care and services we provide to our patients, and we are working diligently to achieve this goal.

"Furthermore, we have proactively recruited additional clinical staff to improve access to the practice, ensuring that our patients receive timely and comprehensive care. By strengthening our team and implementing robust processes, we aim to create a positive and supportive practice for our patients.

"We would like to reassure our patients that their wellbeing and satisfaction are our top priorities.We apologise for any inconvenience caused and appreciate their patience and understanding during this time of transition and improvement.

"We remain committed to providing high-quality care and are confident that the changes we are implementing will result in a better patient experience. 

"We would encourage patients if they have any further questions or concerns, to contact the practice. We value the feedback and input of our patients and community as we continue to strive for excellence in healthcare delivery."