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Chief Inspector of General Practice places Crown Heights Medical Centre, Basingstoke, into special measures

11 July 2016
Crown Heights Medical Centre
  • Media,
  • GP and GP out-of-hours services

England’s Chief Inspector of General Practice has placed Crown Heights Medical Centre into special measures following an inspection by the Care Quality Commission.

The inspection, which took place in May 2016, found the quality of care provided at the practice to be Inadequate overall.

A full report of the inspection has been published.

Ruth Rankine, CQC Deputy Chief Inspector of General Practice in the South said:

“It is important that people who are registered with Crown Heights Medical Centre can rely on getting the high quality care which everyone is entitled to receive from their GP.

“We found significant areas of concern, which is why we are placing the practice into special measures - so opening the way to support from NHS England among others.

“We will continue to monitor this practice and we will inspect again in six months to check whether improvements have been made. I believe that the practice will do what is required for the sake of its patients.”

CQC’s inspection report highlights a number of areas where improvements must be made including:

  • Patients were at risk of harm because systems and processes were not implemented in a way to keep them safe.
  • Some patients with long term conditions were not supported to effectively manage their health and care needs.
  • Infection control procedures were not understood or followed for the use and maintenance of specialist equipment.
  • Staff had not all received the relevant pre-employment recruitment checks or received all the appropriate training for their role.
  • Governance arrangements including systems for assessing and monitoring risks and the quality of the service provision for patients required improvement.
  • The practice was unable to demonstrate and identify if staff had completed appropriate training to deliver effective care and treatment, for example, on safeguarding.
  • While the majority of patients said they were treated with compassion, dignity and respect, not all felt cared for, supported and listened to.
  • The feedback from patients was not always considered or action taken to make improvements. Complaints were not always reviewed and responded too.


For further information please contact CQC Regional Engagement Officer Farrah Chandra on 07917 594 574 or, for media enquiries, call the press office on 020 7448 9401 during office hours. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. (Please note: the duty press officer is unable to advise members of the public on health or social care matters). For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

CQC has published a full report about Crown Heights Medical Centre.

Patients registered with practices which are placed into special measures should be aware that the package of support being offered by NHS England and the Royal College of GPs will ensure that there are no immediate risks to patient safety at these GP practices whilst improvements are being made. This does not mean that these practices will close.

To get to the heart of people’s experiences of care, we always ask the following five questions of services.

  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they responsive to people’s needs?
  • Are they well-led?

For every NHS GP practice we will look at the quality of care for the following six population groups: Older people, People with long-term conditions, Families, children and young people, Working age people (including those recently retired and students), People whose circumstances may make them vulnerable, People experiencing poor mental health (including people with dementia).

Providers are required to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. Further information on the display of CQC ratings.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.