This service is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Fullwell Cross Medical Centre me on 11 March 2019 as part of our inspection programme of primary care services.

At this inspection we found:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• The service had systems for sharing information with staff and amongst relevant stakeholders to ensure them to deliver safe care and treatment.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• There was regular communication between the service and the location from where services were being delivered to ensure that local policies for building management where compliant with the service providers policies.
• Staff we spoke we were able to describe the service ethos, told us the management were approachable and were happy to work at the service.

The areas where the provider should make improvements are:

• The provider should consider the use of interpretation services to aid staff at the call centre.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care