We carried out an announced comprehensive inspection of OHP- Small Heath Medical Practice on 27 February 2019.

The practice was previously inspected under the previous provider in May 2016 and was rated Good overall.

During this inspection in February 2019, 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 rated the practice as good for providing safe, effective, caring, responsive and well-led services because:

• The practice had effective systems and processes to keep patients safe and protected from harm.
• The practice monitored performance and took action to improve when the practice was not meeting targets.
• All staff we spoke with were well informed on issues affecting the practice including learning from significant events and complaints.
• Staff told us they felt supported by management and were encouraged to develop.
• Patient feedback was mostly positive about the way staff treated patients and results from the national patient survey showed that 100% of patients that responded to the survey had confidence and trust in the healthcare professional they saw or spoke to.
• We saw the practice was working hard to improve the health of their patient population and was taking a proactive approach in trying to improve bowel cancer screening uptake.
• The practice was able to demonstrate the action they had taken to improve their appointment system had resulted in improved patient satisfaction.

The areas where the provider should make improvements are:

• The practice should continue to monitor and improve its system for identifying carers, including young carers to further advise and support and to be responsive to individual needs.
• The practice should continue obtaining feedback from patients on its appointment and telephone systems to determine if implemented changes have improved patient satisfaction.
• The practice should continue to take action to improve uptake with cancer screening and child immunisation.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care.