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Inspection carried out on 28 April 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Grand Union Health Centre on 28 April 2016. Overall the practice is rated as good.

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

  • 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. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.-However, only a small number of patients had been identified as carers to provide them with support.
  • 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.

We saw one area of outstanding practice:

The practice supported homeless patients who lived in a hostel next door to the practice, the majority of whom were registered with the practice. They were given same day appointments and the reception team supported them to make GP and hospital appointments, and often collected them from the hostel. The practice also provided them with an outreach service for annual flu vaccinations to care for as many of these patients as possible.

The areas where the provider should make improvement are:

  • Monitor improvements to medicines management to ensure systems remain robust.
  • Keep under review improvements to the workflow system to ensure pathology results and scanned letters and tasks are completed within stated timescales.
  • Ensure relevant clinical audits are completed through the full audit cycle where the improvements made are implemented and monitored.
  • Review systems to improve the identification of carers and provide support.
  • Update the practice’s policy on notifiable incidents in line with 2014 regulations.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

CQC Insight

These reports bring together existing national data from a range of indicators that allow us to identify and monitor changes in the quality of care outside of our inspections. The data within the reports do not constitute a judgement on performance, but inform our inspection teams. Our judgements on quality and safety continue to come only after inspection and we will not make judgements on data alone. The evidence tables published alongside our inspection reports from April 2018 onwards replace the information contained in these files.