The Warren Practice

Updated 18 January 2018

The Warren Practice is a single handed GP practice located in Hayes, Middlesex. The practice is part of NHS Hillingdon Clinical Commissioning Group (CCG) and provides primary medical services to approximately 7,100 patients.

Services are provided from:

• The Warren, Uxbridge Road, Hayes, Middlesex UB4 0SF

Online services can be accessed from the practice website:

• www.warrenpractice.co.uk

The practice is led by a GP principal (male) who is supported by four salaried GPs (female) and a GP registrar. The GPs collectively provide 30 sessions. Other staff include two practice nurses (total 40 hours); a practice manager (37.5 hours); and seven receptionists / administrators.

The practice operates from a purpose built medical centre on one level. There are automatic doors at the building entrance and into the waiting room. There are six consultation rooms, two treatment rooms, a dirty utility room, and three administration rooms. The practice shares the building with other community healthcare services.

The practice doors are open from 8:45 to 18:00 every weekday, with the exception of Wednesday when they close at 12:30. The phone lines are open from 8.30am to 18:30 every weekday with the exception of Wednesday when they close at 12:30. When the practice is closed patients are directed to the out of hours service or can be booked an appointment with the local primary care hub. The out of hours provider can contact the practice duty doctor for emergency cases from 8:00 to 8:30 every morning.

The practice population is ethnically diverse and has a higher than the CCG average number of patients between five and 18 years of age and over 65 years. The practice area is rated in the fifth most deprived decile of the national Index of Multiple Deprivation (IMD). People living in more deprived areas tend to have greater need for health services.

The practice is registered with the Care Quality Commission to provide the regulated activities of: diagnostic & screening procedures; family planning; maternity & midwifery services; surgical procedures; and treatment of disease disorder & Injury.

Updated 18 January 2018

Letter from the Chief Inspector of General Practice

This practice 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? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good overall. Rated requires improvement for providing effective services.

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at The Warren Practice on 5 December 2017. We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The new provider had not been inspected before and that was why we included them.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines. However, performance for some long-term conditions was low and exception reporting high. Uptake rates for cervical screening and childhood immunisations for two year olds was also low. The practice attributed these results to the highly transient patient population and could demonstrate how they exception reported patients. They had taken action to address these areas of low performance.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found accessing the service by telephone difficult and the practice had taken action to improve this.
• There was a focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Continue to monitor and improve performance against national screening programmes and the Quality and Outcomes Framework.

• Review patient satisfaction with accessing the service by telephone.

• Advertise that a translation service is available to patients on request.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 18 January 2018

Updated 18 January 2018

Updated 18 January 2018

Updated 18 January 2018

Updated 18 January 2018

Updated 18 January 2018