The Care Quality Commission
  • Doctor
  • GP practice

Archived: Tollgate Lodge

Overall: Good read more about inspection ratings

57 Stamford Hill, London, N16 5SR 0333 321 0916

Provided and run by:
Practice Plus Group Hospitals Limited

Important: The provider of this service changed. See new profile

All Inspections

17 January 2017

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Tollgate Lodge on 17 January 2017. Overall the practice is rated as good.

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

  • Staff were open and transparent and fully committed to reporting incidents and near misses. The level and quality of incident reporting ensured a reliable picture of safety.
  • Learning was based on a thorough analysis and investigation of any errors and incidents. Opportunities for learning from internal and external incidents were maximised.
  • The practice had effective systems in place to minimise risks to patient safety. The practice actively pre-empted risks to patients known to be more vulnerable.
  • Staff were aware of current evidence based guidance. Staff had the skills and knowledge to deliver effective care and treatment.
  • Patient feedback indicated that patients were treated with compassion and respect and were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
  • The service was accessible. Patient feedback was positive about the ease of getting an appointment. Urgent appointments were available the same day.
  • The practice had adequate facilities and was equipped to treat patients and meet their needs. The lack of space acted as a constraint on the expansion of services.
  • There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.

We saw two areas of outstanding practice:

  • The practice had comprehensive, systems and processes in place to ensure that patients received safe care and treatment. The practice and corporate team had fostered a genuinely open and transparent culture of reporting and maximised learning from incidents. There were comprehensive systems to keep people safe, taking account of current best practice. The whole team was engaged in reviewing and improving safety and safeguarding systems.
  • The practice had developed a proactive approach to anticipating and managing risks to people who use services. The practice maintained lists of its more vulnerable patients. These patients were allocated a personal GP who proactively reviewed their list and was alerted each time one of their patients contacted the practice. This system enabled the practice to monitor the wellbeing of patients at risk and identify any developing issues at an early stage.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

17 February 2014

During a routine inspection

We spoke with two people who used the service and both said they were happy with the service. Their feedback was positive overall, praising the doctors, nurses and the quality of the care. One person told us, 'they are excellent.' Another person said they had attended the practice for eight years and did not wish to go elsewhere.The service was able to meet the needs of the local community who came from diverse cultural backgrounds.

The doctors and nurses prescribed medicines and vaccines and were able to dispense some common medicines on the premises. There were effective systems for storing, recording and monitoring these medicines. One person told us, 'the doctor always tells me when my medicine is due for review.'

There were effective recruitment and selection processes in place. People who used the service, staff and visitors were protected against the risks of unsafe or unsuitable premises. The provider had a complaints policy and encouraged people to raise concerns with staff. People told us they knew how to make a complaint. Two people we spoke with said they had no complaints and knew they could make a complaint any time.

24 November 2012

During a routine inspection

Patients valued having access to a doctor at weekends as an out of hours service was unavailable at their own doctor's surgery.

We spoke with three patients who said they were treated with dignity and respect. This reflected the comment of one patient who talked about the sensitivity with which a doctor at the centre treated their son. Another patient told us they appreciated the time they spent discussing their health issue with the doctor. They told us they did not feel rushed and said, 'that is one of the things I appreciated when I saw the doctor, unlike in other places I've been to.'

Patient's views in the centre's satisfaction surveys were positive overall about the service.

All staff received training and ongoing support that suited their roles. The service had procedures in place to ensure people who used the service were safe and well, both at the centre and in the community. There were systems in place to monitor the effectiveness of the care and treatment.