The Care Quality Commission
  • Doctor
  • GP practice

Langley Health Centre

Overall: Good read more about inspection ratings

Common Road, Langley, Slough, Berkshire, SL3 8LE (01753) 544288

Provided and run by:
Dr Nazaff Adam & Partners

All Inspections

6 July 2023

During a monthly review of our data

We carried out a review of the data available to us about Langley Health Centre on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about Langley Health Centre, you can give feedback on this service.

We did not visit the practice as part of this review, because the practice was able to demonstrate they had made the required improvements without the need for a visit.

During an inspection looking at part of the service

At our previous comprehensive inspection at Langley Health Centre in Slough, Berkshire on 18 December 2019 we provided an overall rating for the practice as ‘Good’, however we identified concerns relating to aspects of accessing the practice. We therefore rated the responsive key question as ‘Requires Improvement’,

The full comprehensive report on the December 2019 inspection can be found by selecting the ‘all reports’ link for Langley Health Centre on our website at www.cqc.org.uk.

This inspection was a desk-based review carried out on 25 August 2021 to confirm that the practice had carried out their plan to improve the areas that required improvement that we identified in our previous inspection in December 2019. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

At this inspection, in August 2021, despite the COVID-19 pandemic we found the practice had continued to make improvements since our last inspection. Using information provided by the practice we have amended the rating for this practice to reflect these changes, specifically Langley Health Centre is now rated as Good for the provision of responsive services, all the population groups are now rated Good and the overall rating of Good remains.

At this inspection we found:

  • The practice had completed a full system review which reviewed and evaluated all aspects of access to services. This included a review of the clinical skill mix, the variety of clinics available, recruitment into the reception team, training for staff members, closer work with the local Primary Care Network (PCN) and the involvement in projects and pilots work to improve access. These improvements had also seen the introduction of electronic consultations as a result of COVID-19 restrictions.

  • As a result of these improvements and previous changes made to improve access, patient satisfaction had greatly improved over the last three years.

  • The practice had also addressed the areas we advised should be reviewed and improved, this included a review and improvement to cancer screening processes and a reduction in personalised care adjustments (previously known as exception reporting) which were now in line with local and national averages.

Whilst we found no breaches of regulations and improvements had been made, the provider should:

  • Continue to review and address lower than average patient feedback on telephone access to the practice.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

18 Dec 2019

During an inspection looking at part of the service

We carried out an announced focused inspection at Langley Health Centre on 18 December 2019 as part of our inspection programme.

We carried out an inspection of this service following our annual review of the information available to us. This inspection looked at the following key questions:

  • Are services at this location effective?
  • Are services at this location responsive?
  • Are services at this location well-led?

Because of the assurance received from our review of information we carried forward the ratings from the July 2015 inspection for the following key questions:

  • Are services at this location safe?
  • Are services at this location caring?

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as good overall. We rated the practice as good for providing effective services and well-led services and we rated the practice as requires improvement for providing responsive services which affected the rating of the following population groups: older people; people with long-term conditions; families children and young people; people whose circumstances may make them vulnerable and people experiencing poor mental health (including dementia).

We found that:

  • There was a clear leadership structure and staff felt supported by management. There was a culture of ensuring the wellbeing of staff in order to deliver high quality care.
  • The practice was committed to learning from complaints and complaints were dealt with in a comprehensive manner and learning was shared with the practice team.
  • The practice was engaged in local initiatives and worked effectively alongside partners in the local healthcare system.
  • There was a strong focus on continuous learning and improvement at all levels of the organisation.
  • Although we noted the practice had taken action to improve performance, uptake of cancer screening was below local averages and national targets.
  • Although we noted the practice had taken actions to improve patient feedback, the overall satisfaction score for gaining access to the practice by telephone was significantly lower in comparison to national averages.

The areas where the provider should make improvements are:

  • Continue to monitor and improve uptake of cancer screening.
  • Continue to monitor and improve the recent changes to the monitoring of exception rates.
  • Continue to review and address lower than average patient feedback.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

12 May 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of Langley Health Centre, Common Road, Langley, Slough, Berkshire, SL3 8LE on the 12 May 2015. This was the first inspection under the new CQC comprehensive inspection approach and was undertaken to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

The practice demonstrated a commitment to continuous improvement through learning and responding to patient feedback and we have rated the practice overall as outstanding. The ratings underpinning this are provision of outstanding effective services and outstanding for being well led. The practice is rated as good for the delivery of safe, responsive and caring services.

The provider has a second practice located in Colnbrook. We did not inspect this service because it is registered separately with the CQC.

Our key findings were as follows:

  • The practice had robust systems in place to safeguard patients from potential abuse. Staff were appropriately trained in safeguarding and one GP was the safeguarding lead for the CCG. Learning from safeguarding board meetings and child protection reviews was disseminated widely within the practice.
  • Systems to safely manage medicines and reduce the risk of cross infection were operated.
  • A range of appointments were available including clinics on both Saturday and Sunday each week. However, some patients were not aware of the availability of these appointments.
  • The practice was committed to learning from complaints and other recorded incidents. Complaints were dealt with in a comprehensive manner and learning from them was shared with the practice team.
  • Learning from incidents was shared with both staff and other practices in the area. The practice took an active role in the local health community and constantly strove to expand and improve the services it offered.
  • The practice was aware of, and actively sought, patient feedback. There was evidence that the practice took action to address patient feedback. A new telephone system had been installed in 2014 to assist in answering calls more rapidly and online booking of appointments was in place.
  • Patients we spoke with and CQC comment cards completed reported that staff were kind and caring and that reception staff were polite and professional. The practice had invested in customer care training for reception staff.
  • The practice had a clear vision which placed learning, quality and safety as top priorities. The plan was monitored and shared with staff and the patient participation group. High standards were promoted and owned by the practice team.
  • Completion of two cycle audits that identified actions to improve patient care and outcomes and evidence that improvements were achieved. For example, prescribing of a combination of two medicines which had the potential to interact was audited twice and the number of patients taking both medicines had reduced by 46%.

We saw several areas of outstanding practice including:

  • The practice was open seven days a week providing access to appointments on both Saturday and Sunday. The weekend clinics were shared with another local practice.
  • The practice had a clear vision, a strong learning culture and was committed to continued quality improvement. Quality improvement was supported by taking a community wide approach to health in bringing learning back to the practice from and sharing information with the CCG. The practice risk register was supported by use of a risk stratification tool.
  • An open approach to seeking patient feedback and acting upon it. Open evenings held in conjunction with the Patient Participation Group enabled patients to bring any issues to the attention of the GPs and management.
  • The practice had an open culture in sharing learning. This included liaisons with neighbouring practices to share information about significant events and rare presentations of clinical conditions.
  • When complaints were received relating to quality of consultations experienced GPs coached other members of the team in good consultation techniques and there had been no further complaints since the coaching session.

There is an area where the provider should make improvement and this is:

  • Improve the promotion of the availability of extended hours surgeries to ensure all patients are aware of these.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice