We carried out an announced comprehensive inspection at Narborough Road Surgery on 4 March 2019 as part of our inspection programme.

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 requires improvement overall and good for all population groups except Families, children and young people which we rated as requires improvement.

We found that:

• There was an effective process for monitoring patients’ health in relation to the use of medicines including high risk medicines, with appropriate monitoring and clinical review prior to prescribing.
• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment and patient satisfaction levels were high.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs.
• Patients could access care and treatment in a timely way.
• Patients’ treatment was regularly reviewed and updated. Patients with long term conditions received a structured annual review.

The areas where the provider must make improvements are:

• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

• Improve identification and support of carers
• Review the availability of practice information in easy read format
• Consider adding support group information to the practice website
• Display information about how to complain in reception.

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

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice