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CQC inspectors place Swindon GP practice into special measures

29 June 2017
Park Lane Practice
  • Media,
  • GP and GP out-of-hours services

England’s Chief Inspector of General Practice has placed Park Lane Practice in Swindon, into Special Measures following an inspection by the Care Quality Commission in April 2017.

Inspectors rated the service as Inadequate for being well-led and responsive to people’s needs and Requires Improvement for being safe, effective and caring

A full report of this inspection has been published on our website today.

Ruth Rankine, Deputy Chief Inspector of General Practice CQC’s South region, said:

“Our inspectors had previously carried out an inspection at Park Lane Practice in January 2016 where the service was rated as Requires Improvement. This inspection was planned to focus on the work the practice had carried out since that first visit."

“It is worrying that despite the concerns identified at that first inspection, our team found a further decline in the standards. Patients were at risk of harm because systems currently in place were not embedded well enough to keep them safe. For example, same day appointments for children or those who require same day medical care were not always available and sufficient recruitment checks had not been carried out for all staff."

“With this in mind we had no option but to place the practice into special measures. We will re-inspect the practice within six months to check whether sufficient improvements have been made. If we find that the service provided by this surgery remains inadequate, we will consider further action."

Key findings of CQC’s inspection included:

  • The practice did not have an effective appointment booking and telephone system to meet people’s needs and preferences.
  • Sufficient references were not obtained for all employed staff.
  • The staff who triage patient’s phone calls had not received training and clear guidance for the role
  • A document that outlines how the practice plans to develop and improve its services must be put in place.

The practice must improve how discussions and actions agreed during meetings are recorded and ensure that learning points are shared with all staff effectively.


For further information, please contact John Scott, Regional Engagement Manager on 077898 75809.

Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here.

Please note: the press office 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 June 2017

Notes to editors

Under CQC’s new programme of inspections led by Professor Steve Field, Chief Inspector of General Practice, all of England’s GP practices are being inspected and given a rating.

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 and out-of-hours service, 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.

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.