We carried out an announced comprehensive inspection at Wellsbourne Health Centre on 4 April 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:

• There were systems within the practice to assess, manage and mitigate risks.
• Patients received effective care and treatment that met their needs. There was evidence of good patient outcomes.
• Staff training was monitored, and training completion rates 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 were positive about their access to the service and the practice worked with other local services to remove or manage any barriers to access.
• There was a strong emphasis on social inclusion with the practice active within the local community in engaging with and supporting patients to improve health outcomes. Health engagement workers were in post and social prescribing was prioritised.
• There was positive patient feedback with references to being treated with kindness and compassion.
• The way the practice was led and managed to promote the delivery of high-quality, person-centre care.
• There was an emphasis on the wellbeing and support of staff.
• There were comprehensive recruitment systems in place, however, human resources information was not always kept in personnel files.

In addition, the provider should:

• Review how human resources information is maintained within the practice.

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