We carried out an announced assessment of Kensington Health Centre on 10 November 2023. The assessment focused on the responsive key question.
Following our previous inspection on 25 February 2019 the practice was rated good overall and for all key questions. The full reports for previous inspections can be found by selecting the ‘all reports’ link for Kensington Health Centre on our website at www.cqc.org.uk
The practice continues to be rated as good overall and the responsive key question continues to be rated as good as a result of the findings of this focused assessment.
Safe - Good
Effective - Good
Caring - Good
Responsive – Good
Well-led – Good
Why we carried out this review
We carried out this assessment as part of our work to understand how practices are working to try to meet demand for access and to better understand the experiences of people who use services and providers.
We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know colleagues are doing this while demand for general practice remains exceptionally high, with more appointments being provided than ever. In this challenging context, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. These assessments of the responsive key question include looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement.
How we carried out the assessment
This assessment was carried out remotely. It did not include a site visit.
The process included:
- Conducting an interview with the provider and members of staff using video conferencing.
- Reviewing patient feedback from a range of sources
- Requesting evidence from the provider.
- Reviewing data we hold about the service
- Seeking information/feedback from relevant stakeholders
We based our judgement of the responsive key question on a combination of:
- what we found when we met with the provider
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
We found that:
- During the assessment process, the provider highlighted the work they are doing to maintain and improve the responsiveness of the service for their patient population.
- The provider organised and delivered services to meet patients’ needs. They worked proactively and alongside other agencies to meet the needs of the patients and improve their experiences of care and treatment.
- People were able to access care and treatment in a timely way.
- Complaints were listened to, managed appropriately and used to improve the quality of care.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA
Chief Inspector of Health Care