We carried out an announced comprehensive inspection at NHS Upper Parliament Street on 14 February 2019 as part of our inspection programme. This was the first inspection of the service since its registration with the Care Quality Commission (CQC) as the provider of the service in January 2018.

While the service had been registered just over a year ago, systems and processes were very well-embedded. Patient and stakeholder feedback was extremely positive regarding the quality and accessibility of services. The provider had a clear vision and strategy and all staff were energetic and committed to providing high quality and sustainable care.

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.

We rated the practice as outstanding for providing responsive services because:

• Services were tailored to meet the needs of individual patients. The service had identified areas where there were gaps in provision locally and had taken steps to address them.

We also rated the practice as good for providing safe, effective, caring 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.
• Patients were treated with respect and commented that staff were kind and caring and involved them in decisions about their care.
• The culture of the practice and the way it was led and managed drove the delivery and improvement of high-quality, person-centred care.

We saw an area of outstanding practice:

• The service had provided a smoking cessation service for the whole of Nottingham City which had led to a significant quit rate amongst the patients using the service. This service had now been commissioned to expand further.

The areas where the provider should make improvements are:

• Continue to develop a record of staff immunisation status for all diseases recommended by Public Health England.
• Review the arrangements for ensuring the security of prescription printer paper.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care