Archived: Harrow Health C.I.C

Updated 7 February 2020

Harrow Health CIC is a Community Interest Company taken forward by GPs within the Harrow CCG area. The head office is at Westbury House, 23-25 Bridge Street, Pinner, London, HA5 3HR. For the purposes of the CQC inspection the service provides three key services. They provide community secondary care services for paediatrics, orthopaedics, ophthalmology, rheumatology, gastrointestinal medicine, physiotherapy, neurology, ear, nose and throat (ENT) care, management of attention deficit hyperactivity disorder (ADHD) and treatment of haemorrhoids. These services are managed from the main office and delivered at Pinn Medical Centre, 37 Love Lane, Pinner, London, HA5 3EE. The service also provides one of the three extended access hubs within the Harrow area at Belmont Health Centre, 516 Kenton Lane, Harrow, HA3 7LT. Finally, the service offers Whole Systems Integrated Care (WSIC) including community and home care for vulnerable older patients, specifically the provision of holistic health assessments.

The main site houses the corporate leads for the organisation, including leads for human resources, audit and other clinical governance. There is also a call centre to manage referrals to the community secondary care service. The two other hubs have clinical and reception staff.

The service covers a large urban area, with large populations of both high and low deprivation. The population of Harrow includes a large number of different nationalities and there are substantial populations of patients from ethnic minorities.

The combined service manages approximately 20,000 patients per year across the three services.

The service is registered with the CQC to provide the regulated activities of treatment of disease, disorder or injury, and transport services, triage and medical advice provided remotely.

Updated 7 February 2020

This service is rated as good overall.

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? – Outstanding

We carried out an announced comprehensive inspection at Harrow Health CIC on 3 December 2019. This was the first CQC inspection of this location.

At this inspection we found:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw two areas of outstanding practice:

• At the time that the service was first commissioned there was no template for the community secondary care access service. The service had been designed by the provider from the bottom up, and was providing advice to local Primary Care Networks. The service was making data available to Network with regards to how they could provide services outside of a hospital setting.
• Incidents and complaints were reviewed at board level to ensure that all relevant learning was implemented. The way learning was cascaded was clear, and systems changes were recorded in full.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care