The Care Quality Commission
  • Doctor
  • GP practice

Willowbank Surgery

Overall: Good read more about inspection ratings

1 Church Lane, Harpurhey, Manchester, M9 4WH (0161) 205 9240

Provided and run by:
Dr Muhammad Khalid Rizwan

All Inspections

6 July 2023

During a monthly review of our data

We carried out a review of the data available to us about Willowbank Surgery on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about Willowbank Surgery, you can give feedback on this service.

10 August 2022

During a routine inspection

We carried out an announced inspection at Willowbank Surgery on 10 August 2022. Overall, the practice is rated as good.

The key questions are rated as:

Safe - Good

Effective – Good

Caring - Outstanding

Responsive - Good

Well-led – Good

The provider was last inspected November 2016 and was rated Good overall and in all the key questions.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Willowbank Surgery on our website at www.cqc.org.uk

Why we carried out this inspection

We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.

How we carried out the inspection

Throughout the pandemic CQC has continued to regulate and respond to risk. However, taking into account the circumstances arising as a result of the pandemic, and in order to reduce risk, we have conducted our inspections differently.

This inspection was carried out in a way which enabled us to spend a minimum amount of time on site. This was with consent from the provider and in line with all data protection and information governance requirements.

This included:

  • Conducting staff interviews by telephone and using video conferencing
  • Completing clinical searches on the practice’s patient records system and discussing findings with the provider
  • Reviewing patient records to identify issues and clarify actions taken by the provider
  • Requesting evidence from the provider
  • Gaining feedback from staff using staff questionnaires
  • A shorter site visit

Our findings

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall

We have rated this practice as good for providing safe, effective, responsive and well-led services because:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Patients received effective care and treatment that met their needs.
  • The practice adjusted how it delivered services to meet the needs of patients during the COVID-19 pandemic. Patients could access care and treatment in a timely way.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

We have rated this practice as outstanding for providing caring services because:

  • The practice is a small practice situated in an area with high levels of deprivation. The practice had detailed knowledge of the patient population and provided numerous examples of how they had built relationships with patients and the local community to support individuals and families. These relationships enabled them to reach very vulnerable patients who would not normally access healthcare.
  • Patients were truly respected and valued as individuals and were empowered as partners in their care, practically and emotionally, by an exceptional and distinctive service. They were provided with a holistic package of care, addressing all the needs of the patient, including their physical, mental, and emotional health, while taking social factors into consideration.
  • The practice demonstrated a truly patient-centred culture and staff were committed to delivering excellent care to meet the needs of individuals, with example’s provided of staff going above and beyond to support patients well-being and using their own time to support patients, and working outside of core hours to see patients and ensure urgent needs were met.

Whilst we found no breaches of regulations, the provider should:

  • Maintain records of individuals induction.
  • Continue to promote and encourage the uptake of childhood immunisations and screening programmes such as cervical screening.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services

22 November 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

On 3 November 2015 we carried out a full comprehensive inspection at Willowbank Surgery. The inspection was rated as requires improvements and improvements were specifically required in the following areas:

  • Regulation 12 of the Health and Social Care Act (Regulated Activity) Regulations 2014, Safe care and treatment.
  • Regulation 15 of the Health and Social Care Act (Regulated Activity) Regulations 2014, Premises and Equipment.
  • Regulation 17 of the Health and Social Care Act (Regulated Activity) Regulations 2014, Good governance

We carried out an announced comprehensive inspection at Willowbank Surgery on 22 November 2016. We inspected each domain.

Our key findings across all the areas we inspected were as follows:

  • There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
  • The practice had a risk assessment profile in place to ensure risks and hazards were assessed and well managed.
  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available and easy to understand.
  • Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
  • There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients which it acted on.
  • The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvements are:

  • Add the full address of the Parliamentary and Health Service Ombudsman(PHSO) in the complaints policy.
  • Have a formal written succession plan in place.
  • Review and increase the carers numbers in the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

3 November 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Willowbank Surgery on 3 November 2015. Overall the practice is rated as requires improvement.

Our key findings across all the areas we inspected were as follows:

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses.
  • The practice had a number of policies and procedures to govern activity; however we identified areas where policies were not in place for example infection control.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available and easy to understand.
  • Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.

The areas where the provider must make improvements are:

  • Ensure infection control process and procedures are fully implemented.

  • Ensure a safe practice environment is maintained with regards to Health and Safety of patients for example risk assessments to be in place, replacing both treatment beds, replacing all treatment rooms’ curtains and replace laminate flooring in the waiting area.

  • Ensure oxygen is available on the premises to deal with emergency major incidents.

  • Ensure the practice policies are a true reflection of practice working process.

In addition the provider should:

  • Review staffing levels and have a plan in place for emergencies.

  • Review the benefits of a practice defibrillator. External guidance and national standards encourages practices to have defibrillator, for further guidance please see CQC Dr Nigel Sparrow guidance - Myth Busters one.

  • Provide practice information in appropriate languages and formats.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice