We carried out an announced comprehensive inspection of OHP-Church Road Surgery on 30 January 2019 as part of our inspection programme. There is a branch surgery (Tile Cross Surgery) but we did not visit that site on the day.

The practice was previously inspected under the previous provider in March 2017 and was rated Requires Improvement overall, with Requires improvements ratings in Safe, Effective, Responsive and Well-led and a Good rating in Caring.

During this inspection in January 2019, 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 and requires improvement for responsive and all population groups.

We rated the practice as requires improvement for providing responsive services because:

• Patient feedback on the national GP patient survey regarding experience of making an appointment was significantly below local and national averages. The practice was aware and taking steps to address this. As a result of our findings in responsive, all population groups have been rated as requires improvement.

We rated the practice as good for providing effective, caring, 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.
• Patient outcomes for those with long term conditions were in line with other practices nationally with low levels of exception reporting.
• Uptake of national cancer screening programmes were also consistent with other practices nationally and child immunisation uptake exceeded World Health Organisation targets.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• Since our previous inspection there had been significant changes in the management of the service which had led to improvements for patients now and with future benefits intended.

The areas where the provider should make improvements are:

• Continue to explore and develop ways to improve telephone access and experience of patients when making appointments.
• Review the storage of cleaning equipment.
• Review cleaning schedules to ensure they are sufficiently detailed to demonstrate areas being cleaned.
• Review the safety procedurs in place to prevent the medicines fridge being turned off accidently.

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

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice