We carried out an announced comprehensive inspection at OHP-Craven Arms Medical Practice on 5th February 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 good overall and good for all population groups.

We found that:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm. However, the management of patient group directions needed improving.
• Patients received effective care and treatment that met their needs.
• Although we found the premises to be clean and tidy the practice could not demonstrate that it had effective systems in place for monitoring standards of cleanliness and hygiene.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care. The practice scored higher than average in the national GP patient survey for treating patients with care and concern. All respondents to the national GP patient survey commented that they had confidence and trust in the healthcare professional they saw or spoke to.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way. All respondents to the GP patient survey stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment.
• The practice scored significantly higher than average in the national GP patient survey for getting through to the practice on the phone. The practice was also rated above average for satisfaction with type of appointment offered and the overall experience of making an appointment.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.
• The practice was a teaching practice and had won awards for their work in this area.

The areas where the provider should make improvements are:

• All Patient Group Directions (PGDs) should be signed as read and understood and with an appropriate authorising signature.
• A full Infection Prevention and control audit should be carried out.
• Review the availability of information to patients on how to raise a concern about the service.