Harborne Court

This service is rated as Good overall. The service has not been inspected before.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Harborne Court (also known as HealthHarmonie Ltd) as part of our inspection programme.

As part of this inspection we visited the provider’s head office; Suite B, Harborne Court 67-69 Harborne Road, Birmingham, West Midlands B15 3BU and five sites from which services were delivered. The sites we inspected were:

• Cobridge Community Health Centre, Church Terrace, Cobridge, Stoke-on-Trent, ST6 2JN. Inspected on 7 November 2019
• Sparkhill Primary Care Centre, 856 Stratford Road, Sparkhill, Birmingham, B11 4BW. Inspected on 13 November 2019
• Monkspath Surgery, 27 Farmhouse Way, Shirley, Solihull, B90 4EH. Inspected on 18 November 2019.
• Marysville Medical Practice, Brook Street, Shrewsbury, SY3 7QR. Inspected on 20 November 2019.
• Bentilee Neighbourhood Centre, Dawlish Drive, Bentilee, Stoke-on-Trent, ST2 0EU. Inspected on 6 December 2019.

This service is registered with CQC to provide the following regulated activities: Diagnostic and screening procedures, Surgical procedures and Treatment of disease, disorder or injury.

The chairperson of HealthHarmonie Ltd is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

During the inspection, 90 people provided feedback about the service. Feedback was positive about the service and included that staff were kind and caring. People using the service told us they felt listened to and staff treated them with respect and dignity. People described the service as excellent, professional and efficient.

Our key findings were:

• The provider had implemented a wide range of policies and processes to keep people using the service safe. We found while most policies and processes were operating as intended, there were some gaps. The provider responded immediately to our concerns to ensure all policies were operating as intended and/or made improvements to systems where appropriate.
• All staff had appropriate access to information to deliver a safe and effective service.
• The provider monitored the effectiveness of their service through satisfaction surveys and audits. We saw evidence of action plans and subsequent improvements in quality.
• Patient feedback was positive about clinical staff and the service overall. The provider had identified where patient satisfaction was lower; for example telephone access and administration errors and responded appropriately to improve the quality of the service.
• Staff we spoke with at all levels were passionate about providing patient centred care.
• The leadership team were experienced and listened to concerns from people using the service, staff and external organisations to improve the quality of services.
• The leadership team encouraged staff to develop and be involved in research and innovation to improve the quality of the services delivered.

We saw the following outstanding practice:

• There was clear evidence of the senior leadership team actively seeking out feedback on their services from a variety of sources, listening to concerns, identifying and taking prompt and appropriate action and then closely monitoring the effect on quality.

The areas where the provider should make improvements are:

• Continue to monitor and assess how effective and well embedded systems and processes are in order to make further improvements were needed.
• Continue to explore ways to communicate with staff who work remotely to keep them updated with learning from patient feedback and incidents.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care