The Care Quality Commission
  • Doctor
  • GP practice

Ombersley Medical Centre

Overall: Good read more about inspection ratings

Main Road, Ombersley, Droitwich, Worcestershire, WR9 0EL (01905) 622900

Provided and run by:
Dr Gemma Moore and Dr Louise Stepien

All Inspections

During an assessment under our new approach

Date of Assessment: 27 May 2025 to 02 June 2025. Ombersley Medical Centre is a GP practice and delivers a service to over 7,000 patients under a contract held with NHS England. Information published by Office for Health Improvement and Disparities shows deprivation within the practice population group is in the 7th decile (7 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.

Leaders promoted a strong learning culture within the practice and people could raise concerns. Managers investigated incidents thoroughly and gave feedback to staff. The facilities and equipment were clean and well-maintained. Leaders and staff actively sought out information to demonstrate people were always safe and protected from bullying, harassment, avoidable harm, neglect, abuse and discrimination. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.

People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff ensured decisions were made in people’s best interests where they did not have capacity and recorded this in the patient notes.

People were truly respected and valued as individuals. Staff protected their privacy and dignity and always treated people with kindness, empathy and compassion. People were fully supported in making choices about their care and treatment. Leaders supported staff wellbeing and understood the importance of ensuring staff were supported and happy in their work.

Leaders tailored services to meet the needs of people and the local community. Services were delivered in a way which ensured flexibility, choice and continuity of care. There was ongoing strategic development of the service to effectively support equitable access for people to responsive treatment, support and care. People were involved in decisions about their care. Information was available in a range of formats to meet people’s needs. People knew how to give feedback and were confident the service took it seriously and acted on it. Partnership working was embedded into the service delivery to make sure the practice was meeting the diverse needs of the local community. The service worked to reduce health and care inequalities through training and feedback.

Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive and showed a strong commitment to helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.

30 September 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Ombersley Medical Centre on 30 September 2016. The practice is rated as outstanding for the caring and responsive domains and good for all other domains. The overall rating for this service is outstanding.

Our key findings across all the areas we inspected were as follows:

  • The practice was aware of and provided services according to the needs of their patient population.
  • Processes and procedures kept patients safe. This included a system for reporting and recording significant events, keeping these under review and sharing learning where this occurred.
  • Patients told us they were treated with dignity and respect and that they were fully involved in decisions about their care and treatment.
  • Information about services and how to complain was available and easy to understand. Patients told us that they knew how to complain if they needed to.
  • There was a clear leadership structure and staff told us they felt supported by management.
  • The practice proactively sought feedback from patients, which it acted on.
  • The practice had an active Patient Participation Group (PPG). The PPG were proactive in representing patients and assisted the practice in making improvements to the services provided.
  • Staff received regular training and skill updates to ensure they had the appropriate skills, knowledge and experience to deliver effective care and treatment.
  • Regular meetings and discussions were held with staff and multi-disciplinary teams to ensure patients received the best care and treatment in a coordinated way.
  • Staff appeared motivated to deliver high standards of care and there was evidence of team working throughout the practice.
  • The practice was aware of the requirements of the duty of candour and systems ensured compliance with this.
  • There was a culture of openness and accountability.

We saw areas of outstanding practice which included:

  • The practice had identified a large number of carers within their patient population, with 247 carers registered (6% of the practice population). They worked holistically to identify and support carers which included all members of the practice team and the integrated care team. This holistic approach had seen an increase in the numbers of carers identified within the patient list from 2% to 6% over the last five years.
  • The practice had reviewed the building environment to make this more dementia friendly for patients. For example, clear signage had been introduced in the reception area, picture cards were available to use with patients to help them communicate and a suitable clock had been installed in the reception area that indicated the day and date.
  • Results from the National GP Patient Survey published in July 2016 showed that patients’ satisfaction with services provided by the practice was significantly higher than local and national levels.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice