- GP practice
Archived: Pauline Lai Chung Fong Also known as Queens Park Surgery
All Inspections
10 January 2017
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Pauline Lai Chung Fong also known as Queens Park Surgery on 10 January 2017. 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.
- 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.
The areas where the provider should make improvement are:
- Improve Quality and Outcomes Framework performance for chronic obstructive pulmonary disorder and mental health related indicators to bring in line with local and national averages.
- Consider ways to improve cervical smear uptake, bowel cancer screening rates, and childhood immunisation rates for all standard immunisations.
- Develop a strategy and business plan to deliver the practice vision.
- Improve patient satisfaction with the service based on feedback.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice
14 May 2014
During a routine inspection
Dr Pauline Lai Chung Fong is an individual GP practice located in Queens Park Health Centre, in the London borough of Westminster. The health centre comprises of two other surgeries and community services patients can access. The service is registered with the Care Quality Commission (CQC) to provide the following regulated activities: diagnostic and screening procedures, and treatment of disease, disorder or injury.
During our inspection, we spoke with patients who used the service, carers, a member of the Patient Participation Group (PPG) and staff. All the people we spoke with were very complimentary about the treatment and care they had received, and they felt it was a very well managed service.
We found patients were protected from the risk of abuse because the provider had procedures in place for safeguarding vulnerable adults and children, and the staff we spoke with were aware of these procedures. The provider had effective systems in place for the safe management of medicines, equipment, infection control and dealing with emergencies. Patients using the service were treated with dignity and respect, and they felt involved in decisions about their care and treatment.
The practice worked with other providers to ensure patients were supported to maintain good health; and people's care was planned and delivered to meet their individual needs. The provider recruited staff with suitable qualifications, skills and experience to meet the needs of patients using the service. The staff we spoke with told us an open and learning culture was promoted within the service; and this included learning from incidents, complaints and clinical audits to help improve the service.
The practice provides services to about 1,800 patients within the local area. We found specific care pathways and risk registers were regularly reviewed for most of the six population groups that we inspected. This included case management with other multi-disciplinary professionals in both primary and secondary care for older people, people with long term conditions, mental health needs, mothers and children, and people in vulnerable circumstances.