The Care Quality Commission
  • Doctor
  • GP practice

Archived: Dr Heather Charles

Overall: Good read more about inspection ratings

28 Elsdale Street, Hackney, London, E9 6QY 0844 477 8763

Provided and run by:
Dr Heather Charles

All Inspections

14 September 2017

During an inspection looking at part of the service

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Heather Charles on 5 January 2017. The overall rating for the practice was good, however the safe domain was rated requires improvement. The full comprehensive report on the January 2017 inspection can be found by selecting the ‘all reports’ link for Dr Heather Charles on our website at www.cqc.org.uk.

This inspection was an announced desk-based review carried out on 14 September 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breach in regulation that we identified in our previous inspection on 5 January 2017. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as good overall including the safe domain.

Our key findings were as follows:

  • There was a system in place for monitoring staff training and all staff at the practice were up to date with training that was required for their role.
  • The practice had reviewed and were working to improve the uptake in cervical screening.
  • There was a system in place to monitor prescription pads in accordance with NHS guidelines.
  • There was an active patient participation group in place and the practice were actively recruiting more members.
  • The practice was pro-active in working to improve patient satisfaction.

At our previous inspection on 5 January 2017, we rated the practice as requires improvement for providing safe services as not all staff were trained in basic life support, infection and prevention control, safeguarding and fire safety. At this inspection we found that the practice had improved the way they managed staff training and all staff were up to date with the required training for their roles.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice

5 January 2017

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Heather Charles on 5 January, 2017. Overall the practice is rated as good.

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

  • Staff had been trained with the skills, knowledge and experience to deliver effective care and treatment; however we found gaps in training requirements between clinical and non-clinical staff and an ineffective system of managing training needs.
  • There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
  • Risks to patients were assessed and well managed.
  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
  • Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
  • The practice had good facilities and was well equipped to treat patients and meet their needs.
  • 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.
  • The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider must make improvements are:

  • Review and improve the system for monitoring staff training; ensure all staff are up to date with the required training for their roles.

The areas where the provider should make improvement are:

  • Review audit systems in relation to the monitoring of prescription pads in accordance with national NHS guidelines

  • The provider should make arrangements to ensure patients can provide formal feedback through an active patient participation group.

  • Review and improve the uptake for cervical screening.

  • Continue to review and improve patient satisfaction scores in relation to access to the practice.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

6 January 2014

During a routine inspection

We spoke with the practice's GP partner, a practice nurse, the practice managers, who were the registered managers, and a member of the reception staff. We also spoke with five people who used the service including two representatives from the patient participation group (PPG). The people we spoke with here happy with the service provided. One person said, 'I am really lucky to have this service as my GP practice.'

People using the service told us they felt that their GP spent time listening to their concerns and explaining the treatment options available. People's privacy, dignity and independence were respected. People told us they were always treated in private and had enough time with their GP.

People who used the service were protected from the risk of abuse, because the provider had taken steps to identify the possibility of abuse and prevent abuse from happening.

Staff received appropriate professional development. People using the service told us they had confidence in the knowledge and skills of the staff at the practice. People were aware that some of the clinical staff had expertise in different medical conditions.

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. Complaints were dealt with appropriately.