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Dulwich Medical Centre Requires improvement Also known as DMC Crystal Palace Road

Inspection Summary

Overall summary & rating

Requires improvement

Updated 3 October 2019

This practice is rated as Requires Improvement overall. (Previous rating December 2016 – Good)

The key questions are rated as:

Are services safe? – Requires Improvement

Are services effective? – Requires Improvement

Are services caring? – Good

Are services responsive? – Requires Improvement

Are services well-led? – Requires Improvement

We undertook this comprehensive inspection on 31 July 2019, in response to information of concern we received.

At this inspection we found:

  • There were gaps in systems to assess, monitor and manage risks to patient safety; particularly in relation in the lack of salaried GPs and the lack of comprehensive induction for locum GPs.
  • The practice had systems for the appropriate and safe use of medicines, including medicines optimisation. However, some medicines management arrangements were not operating effectively.
  • Patients’ needs were assessed, and care and treatment was delivered in line with current legislation, standards and evidence-based guidance supported by clear pathways and tools.
  • There was limited monitoring of the outcomes of care and treatment.
  • The practice did not have a comprehensive induction programme for locum GPs, and there were gaps in staff supervisions.
  • Staff treated patients with kindness, respect and compassion. Feedback from patients was positive about the way staff treated people.
  • There was a lack of regular GPs that led to reduced flexibility in the services offered, and a lack of continuity of care.
  • Complaints were listened and responded to.
  • Leadership was complex and did not always function as intended.
  • The practice’s processes for managing risks, issues and performance were not always effective.
  • The practice did not always act on appropriate and accurate information.
  • There was some evidence of systems and processes for learning, continuous improvement and innovation.

The areas where the provider must make improvements as they are in breach of regulations are:

  • Ensure care and treatment is provided in a safe way to patients
  • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

  • Carry out a fire drill in line with their fire safety procedures.
  • Provide information about the practice performance for patients and visitors.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection areas


Requires improvement


Requires improvement




Requires improvement


Requires improvement
Checks on specific services

People with long term conditions

Requires improvement

Families, children and young people

Requires improvement

Older people

Requires improvement

Working age people (including those recently retired and students)

Requires improvement

People experiencing poor mental health (including people with dementia)

Requires improvement

People whose circumstances may make them vulnerable

Requires improvement