During an assessment under our new approach
Date of Assessment: 26/08/2025 to 5/09/2025. The assessment took place due to the length of time since we last assessed the service. The last assessment took place in April 2016 and was rated Good overall. Hatch End Medical Centre is a GP practice and delivers service to 3308 patients under a contract held with NHS England. The National General Practice Profiles states that the ethnicity of the practice population is 43.72% White, 40% Asian, 6.94% Black, 3.90% Mixed and 5.43% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 10th decile (10 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
The service had a good learning culture and people could raise concerns. Managers investigated incidents. People were protected and kept safe. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Staff involved those important to people took decisions in people’s best interests where they did not have capacity.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment.
The practice values were to treat their patients with dignity, respect and compassion ensuring patients’ needs were prioritised. Staff understood their roles and responsibilities.
However, we did find some areas for improvement in terms of governance. For example, during our on-site visit, we found that there were gaps in training and recruitment files for some staff. The service took action after our visit to put this right and we saw evidence that staff were now all up to date or in progress with their required training. Our clinical searches showed that medication reviews were not always detailed. There was not an appropriate system in place to identify if the information in medication reviews were sufficient.
We found breaches of regulation in relation to Regulation 17 – Good governance. We have asked the provider for an action plan in response to the concerns found at this assessment.