Hatch End Medical Centre

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that staff involved people in decisions about their care and treatment and provided them with advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

This service scored 67 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Feedback from people using the service was positive. People felt involved in any assessment of their needs and felt confident that staff understood their individual and cultural needs. The service used major alerts within the care records system to highlight any specific individual needs, such as the requirement for longer appointments or for a translator to be present. The service had a Health Visitor who worked in partnership with the GP to deliver baby clinics twice per week. The Health Visitor provided a follow-up for all new babies, ensuring continuity of care and ongoing support for parents. To support patients and their families, the service had a dedicated Carers’ Corner within the waiting room. This was an ongoing awareness tool, promoting services to patients to access information. Some of this information included: local and national support services, advice for young carers and guidance on financial and wellbeing support. Carers were offered additional time during clinical consultations when required.

During our clinical searches, we found some patients in our search of findings for potential missed diagnosis of diabetes search. During our review, we found that 4 out of 5 patients we looked at needed a follow up. After the assessment, the provider provided evidence that they were following up on the patients identified.

The service planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Systems were in place to ensure staff were up to date with evidence-based guidance and legislation. We saw example of 3 cycle audits which included an audit to optimise the duration of antibiotic treatment for Respiratory Tract Infections (RTIs) in General Practice. We also saw an audit to Review Prescribing of metered dose inhalers and Generic Equivalent Inhalers to Change to Equivalent More Environmentally Friendly Dry Powder Inhalers.

The service worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff had access to the information they needed to appropriately assess, plan, and deliver people’s care, treatment, and support. The service was a part of Sphere Primary Care Network (PCN) and was part of a webinar every 2 weeks. The PCN had monthly paediatric and frailty Multi Disciplinary Team meetings which was attended by staff at the practice. Any training and learning was then passed onto staff. All staff told us everyone at the practice was supportive.

The service supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support. The service offered health check via the Local Council. Patients could refer themselves to a variety of services including smoking cessation, youth counselling, mental health, weight management and drugs and alcohol.

The service routinely monitored people’s care and treatment to continuously improve it. The UK Health Security Agency statistics from June 2024 showed that the percentage of persons eligible for cervical cancer screening who were screened adequately within 3.5 years for persons aged 25 to 49 was 59.0% which was below the 80% national average. The number of women who had had an adequate screening test within the last 5.5 years as a percentage of the eligible population aged 50 to 64 years old was 72.5% which was below the 80% target. The practice recognised this and had taken action to try and improve. This included changing methods of communications and utilising the health visitor. However, this action had yet to impact performance.

The UK Health Security Agency statistics from June 2024 show that the percentage of children aged 5 who have received immunisation for measles, mumps and rubella (two doses of MMR) was 76.2% in comparison to the WHO (World Health Organisation) target of 95%. During our site visit, we saw that the practice currently held 2 baby clinics a week by the Health Visitor.

The service told people about their rights around consent and respected these when delivering person-centred care and treatment. All staff we spoke to understood and applied legislation relating to consent. We saw evidence that Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were appropriate and were made in line with relevant legislation.