The Care Quality Commission
  • Doctor
  • Urgent care service or mobile doctor

St Charles Urgent Care Centre

St Charles Centre for Health & Wellbeing, Exmoor Street, London, W10 6DZ (020) 8962 4265

Provided and run by:
Central London Community Healthcare NHS Trust

All Inspections

31 October 2013

During a routine inspection

We spoke to people who had used the service and their families. They told us that the service was "very good" and "fantastic". They said that their medical histories had been taken prior to treatment and that they were happy with the treatment that they had received. Staff were trained in what to do in a medical emergency and were aware of the process within the centre. Emergency equipment and drugs were available and there were regular checks on these to ensure that they were in good working order and in date.

Where appropriate, following clinical assessment people would be referred to other healthcare providers within the locality for further investigation and treatment. These included community services as well as other hospitals with specialist and general units.

On the day of the inspection the service was clean and tidy. Personal protective equipment, such as gloves and aprons, was available throughout. There were appropriate facilities for the disposal of clinical waste, including sharp items.

There were enough qualified, skilled and experienced staff to meet people's needs.

There was a complaints policy and procedure in place which was available to patients. We saw a log of recent complaints and the appropriate actions that had been taken in response to them.

25 January 2013

During a routine inspection

People using the service described staff as "polite", "friendly" and "very helpful". All staff had been trained in equality and diversity and were able to describe how they could accommodate particular cultural needs. In recent patient feedback all seven respondents reported that they were involved in decisions about their care and treatment and they understood their treatment.

We spoke with people using the service who described it as "efficient" and "good". Staff took people's medical histories before providing treatment and gave them information on aftercare and how to follow up their treatment. Staff had been trained in what to do in medical emergencies and emergency drugs and equipment were available.

People using the service told us that they felt "safe" when doing so and "had no concerns" about staff. Staff had been trained in safeguarding vulnerable adults and child protection. There was a policy and procedure in place for what to do when staff had concerns, including contacting a local paediatric unit and social services.

All staff had an induction to the service and refreshed their mandatory training on a one, two or three year basis. They had annual appraisals where performance over the previous year was discussed and areas for development were identified.

The service conducted audits on an annual basis by which they monitored the quality of the service they provided. People using the service was asked to provide feedback.