The Care Quality Commission
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Archived: Pollard Row Practice

Overall: Good read more about inspection ratings

47 Pollard Row, London, E2 6NA (020) 7729 7942

Provided and run by:
Pollard Row Practice

All Inspections

25 August 2020

During an inspection looking at part of the service

We carried out an unannounced focused inspection of Pollard Row Practice on 25 August 2020 as a result of concerns raised with the CQC.

This report covers our findings in relation to the specific concerns raised with us which we looked at during our inspection visit, and does not change the current ratings held by the practice.

The practice was last inspected on 20 November 2018 and we rated the practice as good overall.

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.

Our key findings were as follows:

  • There was ineffective communication and working arrangements between leaders and management.
  • Staff knew how to report and record incidents, however a recent incident regarding a delay in the repeat prescribing process had not been recorded as a significant event.
  • Some policies were overdue for review.
  • Clinical oversight of locum GPs and the practice nurse was not formalised or documented.
  • We reviewed a sample of patient records and found appropriate care and treatment was delivered.
  • Patients were able to access care and treatment in a timely way.
  • Staff reported that leaders were visible and approachable.

Although we did not find any breaches of regulation, the areas where the provider should make improvements are:

  • Improve communication and working arrangements between leaders and management.
  • Review policies and procedures in a timely manner and ensure they are up to date and contain all the required information.
  • Formalise and document oversight of clinicians.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

20/11/2018

During a routine inspection

This practice is rated as Good overall.

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection of Pollard Row Practice on 20 November 2018 as part of our inspection programme.

At the inspection we found:

  • The practice had systems to keep people safe and safeguarded from abuse.
  • There were adequate systems for reviewing and investigating when things went wrong. The practice handled complaints appropriately and was aware of the duty of candour.
  • The monitoring of uncollected prescriptions was not effective.
  • The practice reviewed and monitored the effectiveness and appropriateness of the care it provided.
  • Care and treatment was delivered according to relevant and current evidence based guidance and standards.
  • Patient feedback about the practice was generally positive, and the practice’s GP patient survey results were in line with local and national averages.
  • The practice had an active patient participation group.
  • The practice organised and delivered services to meet patients’ needs.
  • There was a clear leadership structure, and staff told us that they felt able to raise concerns and were confident that these would be addressed.
  • There were processes for providing staff with the development they needed, although the practice manager had not had an appraisal.
  • There was a focus on continuous learning and improvement.
  • The GP partners had informal case discussions with the long-term locum GP, but there was no formalised process to monitor and review the locum’s clinical work.

We identified areas where the provider could make improvements and should:

  • Review the system for monitoring and actioning of uncollected prescriptions.
  • Ensure all incidents that are discussed and analysed are formally logged as significant events.
  • Review the cleaning schedule to ensure all fittings and fixtures are included.
  • Ensure all members of practice staff receive regular appraisals.
  • Consider a formalised process to monitor and review the clinical work of locum clinicians.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and evidence t able for further information.

4 February 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Pollard Row Practice on 4 February 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.

  • Most risks to patients were assessed and well managed with the exception of an effective system of vaccine stock control.

  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had 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.

  • Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.

  • Patients’ satisfaction with the practice’s opening hours and getting through to the surgery by phone exceeded CCG and national averages.

  • 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 provider was aware of and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvement are:

  • Develop an ongoing programme of clinical audit and re-audit to ensure outcomes for patients are maintained and improved.

  • Formulate a written strategy to deliver the practice’s vision.

  • Review how carers are identified and recorded on the clinical system to ensure information, advice and support is made available to them.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice