This practice is rated as Requires improvement overall.

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Good

Are services caring? – Requires improvement

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Ann Jones Health Centre on 4 April 2018 as part of our inspection programme.

At this inspection we found:

• During the inspection, we found the practice had not identified certain risks that had the potential to cause harm, however, on becoming aware, the practice took immediate action to minimise risk.
• When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• There was mixed patient feedback about whether staff involved and treated patients with compassion, kindness, dignity and respect. The national patient GP survey had highlighted areas of patient dissatisfaction. However, the practice had not devised an action plan to try to address the issues raised.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• The practice understood its population group well, and had organised services accordingly.
• There had been a recent change in clinical lead, however staff demonstrated they had dealt well with the change and the practice manager demonstrated strong organisational skills.

The areas where the provider must make improvements are:

• The provider must establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care

The areas where the provider should make improvements are:

• The provider should consider monitoring patients referred to social prescribing in order to evaluate effectiveness.
• The provider should review the management of prescription stationery to ensure effective prescription security.
• The provider should consider ways to further promote the uptake of screening for breast and bowel cancer.
• The provider should consider how they collect and respond to patient feedback, to be able to demonstrate improvements in patient satisfaction.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice