A STOURBRIDGE GP surgery has lost its top rating and been ordered to make improvements after an inspection by the health and care watchdog, which confirmed patients have been unable to access timely care and treatment.

Lion Health, in Lowndes Road, was previously rated as outstanding but inspectors for the Care Quality Commission have given a damning verdict and a rating of requires improvement following a visit on November 23.

The practice manager at the surgery, which has 28,246 patients on its books, has expressed "disappointment" at the downgraded score and said action has already been taken to address concerns raised.

One of the inspection categories looking at whether the super-sized surgery is responsive to people’s needs was given the lowest possible rating of inadequate; while the category looking at whether services are well-led was given a requires improvement rating – dragging the practice’s overall rating down from the highest to second from bottom.

A report on the inspection, published today (Thursday March 14), highlights a raft of problems.

Inspectors found patients could not access care and treatment in a timely way and although, health and safety risk assessments were completed, action points were not always scheduled or completed.

Infection prevention and control audit actions were not always actioned within a specific time frame and medicine reviews did not always have completed and contemporaneous notes.

The prescribing competence of non-medical prescribers was not always audited or reviewed and safety alert actions were not always taken within the appropriate timescale or shared effectively with the team.

The report also notes that patients with long term conditions did not always receive medicine reviews and health checks in an appropriate timescale.

Furthermore, the practice uptake rate for cervical screening for eligible patients was slightly under the national requirement and 'do not attempt resuscitation' (DNACPR) form copies were not kept in the patient record, with no policy or risk assessment applied to the decision.

On the positive side, the practice was given ratings of good for the CQC inspection categories of whether the practice is safe and effective. It also has a rating of good for being caring although this was carried from the 2018 inspection.

According to the report, inspectors noted staff had information they needed to deliver safe care and treatment and the practice learnt and made improvements when things went wrong.

Inspectors also found staff worked together and with other organisations to deliver effective care and treatment, and staff were consistent and proactive in helping patients to live healthier lives.

As a result of the inspection, the CQC found one regulation breach and has ordered Lion Health to establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

The CQC has also told the surgery that action should be taken to ensure medicine reviews are completed and contemporaneous review notes are maintained.

Lion Health has also been told it should take steps to increase the uptake rate of cervical screening for eligible patients, ensure risk assessments are carried out regarding DNACPR form copies that are not held on site; and ensure a freedom to speak up guardian is in place.

Wayne Gardner, practice manager at Lion Health, said:  “We are disappointed with this rating and the disappointment is felt throughout our organisation, our staff and patients. The quality and standard of care that we provide to our patients is of great importance to us.

“In response to the latest inspection completed in November, we have already taken action to address the concerns raised and have already seen significant improvement in several areas including our responsiveness to patients calling us as well as increasing the level of access to appointments. These improvements have been reflected in recent patient feedback.

“We appreciate there are still areas for improvement and work is ongoing to further improve our abilities to meet the demands of our practice population. If any of our patients have any concerns, they should contact the practice where we will be happy to discuss these.”

The Black Country Integrated Care Board said it was aware of the report and it has been working with Lion Health and the CQC inspectors to "understand the findings in full". 

Sarb Basi, director of primary care for the NHS Black Country Integrated Care Board, added: “We welcome the report as an opportunity for the practice to learn, rectify issues and improve services for their patients.

"Our quality team have already visited the practice in recent weeks and an action plan is in place so that we can be sure that improvements are made for the benefit of their patients.”

The full report can be seen on the CQC's website.