This service is rated as Good overall.

(This service had not previously been inspected).

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 Hanley Primary Care Access Hub. This was to rate the service as part of our inspection programme. The service is a primary care urgent care service in the centre of Hanley Stoke on Trent.

Our key findings were:

• The service had good systems to manage risk so that safety incidents were less likely to happen.

• The service routinely reviewed the effectiveness and appropriateness of the care it provided through individual clinician audit. 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.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the providershouldmake improvements are:

• Consider review of alert process to include capture of staff receipt and action.

• Simplify the significant event process to avoid duplication.

• Consider opportunities for health promotion.

• Formalise action plan following infection prevention and control audit.

• Consider an aide memoir for the signs of sepsis and serious infection within reception.

Dr Rosie Benneyworth BM BS BMedSci MRCGPChief Inspector of Primary Medical Services and Integrated Care