Date of Assessment: 26 August 2025 to 02 September 2025. Drs Hussain and Kotekar known as New Road Surgery Rubery is a GP practice and delivers service to approximately 5200 patients under a contract held with NHS England. The practice is on the north Worcestershire/South Birmingham border and takes patients from both Worcestershire and Birmingham. Information published by Office for Health Improvement and Disparities shows deprivation within the practice population group is in the 6th decile (6 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.
At the time of inspection, we found the practice did not have consistently effective or well-established systems in place to manage health and safety risks, including those related to fire safety and infection prevention and control. While the service demonstrated some awareness of these risks, the existing processes were not always sufficient to address identified issues or make improvements.
We have identified 1 breach of the legal regulations in relation to good governance. We have asked the provider for an action plan in response to the concerns found at this inspection.
Leaders and staff understood risk but did not always manage this well. The facilities and equipment met the needs of people, but there were issues around cleanliness and fire safety. Leaders had not put risk assessments in place to mitigate the risk to people using the service and keep them safe. Leaders investigated incidents and complaints thoroughly. There were enough staff with the right skills, qualifications and experience. Leaders 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 between services. Staff made sure people understood their care and treatment to enable them to give informed consent. People were treated with kindness and compassion and respect. However, Leaders and staff did not always protect their privacy and dignity in some areas of the practice. Staff treated people as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback.