This practice 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 Radnor House Surgery and Ascot Medical Centre on 2 May 2018. This inspection was carried out as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. 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.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and most patients reported that they were able to access care when they needed it.
• Complaints were investigated and dealt with appropriately although not all complaints we reviewed had an acknowledgement and the practice needed to review how they offered details of the health service ombudsman to patients in complaints responses.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Review the processes for responding to and acknowledging complaints to bring in line with practice policy and to include details of the health ombudsman.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice