- GP practice
HMC Health Feltham
Assessment report published 29 April 2025
Contents
Ratings
Our view of the service
Date of Assessment: Remote Clinical Searches date 22/01/2025 and Site visit date- 23 /01/2025. This location was assessed due to emerging risks.
HMC Health Feltham is a GP Practice and delivers service to 12,567 patients under a contract held with NHS England. Its parent provider is Hounslow Medical Centre and there are three other Alternative Provider Medical Services (APMS) sites managed by Hounslow Medical Centre together with HMC Health Feltham. The National General Practice Profile states that the population make up for this location is 51.5% White, 30.2% Asian, 8.1% Black, 4.6% Mixed and other ethnicity/ demographic is 5.6%. Information published by the Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 5th decile (5 of 10). The lower the decile the more deprived the practice population is relative to others.
There were no breaches currently at this location and what we found is as follows:
Safe: People and staff were kept safe and protected. Managers investigated incidents rigorously and the service had a good log of significant events and complaints in place. Learning outcomes were discussed at both clinical and administrative meetings; however, details of action plans were not always clear. Staff understood and managed risks. The service had a very robust Infection Prevention and Control (IPC) system with regular audits completed and records seen. Managers ensured that the staff received training and regular appraisals. The staff managed medicines well and involved people in planning any changes.
Effective: People were involved in assessments of their needs. Staff invited patients for health check reviews and completed as many reviews as possible. Evidence- based care in line with good practice was delivered. The service worked together with other stakeholders involved in people’s care for the best outcomes. Information was provided to patients to help them make informed decisions about their health.
Caring: People were treated with kindness and compassion. The dignity and privacy of patients were respected. Staff who were trained to be chaperones provided this service to patients who required it. The wellbeing of staff was supported by the management.
Responsive: People were involved in decisions about their care and information needed to make decisions were provided by the location. Service delivery was provided at this location in line with the Equality Act. Interpreting service was available for the patients who needed it. Complaints were handled thoroughly; however, a clearer complaints process was needed to be made available to the patient population.
Well-led: Leaders and staff had a shared vision and culture based on open-door policy. The leadership had a clear understanding of equality, human rights and safe compassionate care. Staff understood their roles and responsibilities and felt supported.
People's experience of this service
People were positive about the quality of care and treatment. The results from the National Patient Survey and the NHS Friends and Family Test showed people were satisfied with services. There was no active patient participation group, because of this patient engagement was difficult. The service informed us that it was hard to get the patients to participate in other activities, however, feedback received from CQC’s share your experience online forms was also positive with comments such as “the kindest; really helpful; my GP always treats me well; been here for more than 20 years; I want to thank the staff; they have been very helpful, they listen to my problems very carefully and check carefully, before issuing prescription; they explain why and what I have to do to get better, they tell me about healthy eating and how to keep fit. Other comments used to describe the staff and service received at this location include: “I get appointment when it is needed and I Iike the attitude of some of the practitioners that I see and some of them are really friendly”. There were instances of patient dissatisfaction with service received such as quantity of prescription being reduced which was addressed by the provider during the site visit.
Patient experience survey conducted by the local HealthWatch showed mixed feelings. Some patients had a good experience while others did not. Most of the patients however expressed the desire to see improvement in access, waiting times, ease in getting prescription, communication between specialist services when patients are referred and positive staff behaviour.