• Doctor
  • GP practice

Archived: Slough Walk in Centre

Overall: Good read more about inspection ratings

Upton Hospital, Albert Street, Slough, Berkshire, SL1 2BJ (0118) 947 2431

Provided and run by:
Berkshire Healthcare NHS Foundation Trust

All Inspections

Other CQC inspections of services

Community & mental health inspection reports for Slough Walk in Centre can be found at Berkshire Healthcare NHS Foundation Trust. Each report covers findings for one service across multiple locations

26 April 2017

During a routine inspection

Letter from the Chief Inspector of General Practice

Our previous comprehensive inspection at Slough Walk-in Centre on 9 August 2016 found breaches of regulations and issued a requirement notice for regulation 12 safe care and treatment. We rated the service as requires improvement in providing safe, effective and well-led services and good for providing caring and responsive services. Overall we rated the service requires improvement. Consequently we rated all population groups as requires improvement. The full comprehensive report on the August 2016 inspection can be found by selecting the ‘all reports’ link for Slough Walk-in Centre on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 26 April 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection in August 2016. This report covers our findings in relation to those requirements since our last inspection.

We found the practice had made improvements since our last inspection. Overall the service is rated as good. We have amended the rating for this practice to reflect these changes.

Our key findings across all the areas we inspected were as follows:

  • During this inspection we found the system of clinical governance covered a comprehensive range of care outcomes and led to improvements.
  • Learning outcomes were regularly discussed with staff in meetings and significant event outcomes were routinely communicated.
  • Data from the Quality and Outcomes Framework (QOF) showed significant improvements to clinical care, specifically in diabetes and mental health.
  • There had been an increase in audit activity’ which had led to specific improvements in patient care.
  • An improved assessment process for walk-in patients had been implemented to reduce the risk of delays in treating urgent conditions or referring patients onto hospital where necessary.
  • The number of health checks carried out for patients diagnosed with a learning disability had increased.
  • Carers support was available and work had been done to try and identify more carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

09 August 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Slough Walk-in Centre on 9 August 2016. Overall Slough Walk-in Centre is rated as requires improvement. Specifically improvements are required in providing safe, effective and well-led services.

Our key findings across all the areas we inspected were as follows:

  • There was a system in place for reporting and recording significant events. Reviews of complaints, incidents and other learning events were thorough
  • Risks to patients were mostly assessed and well managed. However, we found one fridge containing vaccines was not monitored properly and we identified temperatures outside ranges required for storage of vaccines.
  • Staff assessed patients’ ongoing needs and delivered care in line with current evidence based guidance.
  • Walk in patients often waited more than an hour to be seen by a clinician. There was no system to identify patients with more serious conditions, other than a receptionist asking what their medical problem was. On the day of our visit here were waits of approximately two hours for some patients using the walk in centre without a clinical assessment.
  • Children were prioritised through the walk-in service.
  • National data from 2015 suggested clinical care for patients with long term conditions was not always in line with best practice. However, in 2016 national indicators for the centre improved significantly.
  • The monitoring of overall patient care was not always appropriate in terms auditing clinical care and treatment.
  • The system for reviewing patients on repeat medicines was appropriate.
  • Staff were trained in order to provide them with 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.
  • Slough Local Healthwatch undertook a study which identified that the centre was valued by local groups of people who may be unable to register at GP practices, such as refugees.
  • Screening for HIV, TB and Hepatitis was offered and referrals were made where required.
  • Coding on the computer record system meant vulnerable patients were not always listed or easily recognisable to staff, including carers, learning disabled patients and those with mental health problems.
  • Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
  • Patient feedback regarding access showed registered patients were usually able to make an appointment.
  • The centre 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 centre proactively sought feedback from staff and patients, which it acted on.
  • The provider was aware of and complied with the requirements of the duty of candour.
  • There was a focus on continuous learning.

Areas the provide must make improvements are:

  • Ensure the proper and safe management of medicines. Specifically ensure fridges are appropriately monitored if storing medicines.
  • Develop a plan to assess and do all that is necessary to mitigate risks related to low achievement in performance data to improve patient outcomes. For example, correct and accurately apply the coding on the patient record system to ensure that patients’ needs are assessed and care is monitored appropriately. This includes registers of carers, mental health patients and clinical care recording.
  • Improve the monitoring of patient care to ensure any risks are identified and improvements planned where required. For example, through clinical audit.
  • Review the risks associated with the process of initial assessment and first patient contact with clinicians to ensure that patients are accessing the appropriate service, transferred in a timely fashion to alterative services and to mitigate unnecessary risk associated with waiting times.

Areas the provide should make improvements are:

  • Review how significant events are communicated to staff.
  • Continue to identify ways to improve patient experiences, particularly as regards telephone contact with the centre.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice