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CQC places Family Health Care Centre GP Practice into Special Measures

5 March 2015
Family Healthcare Centre
Dr Keivan Maleki
  • Media

England’s Chief Inspector of General Practice has placed a Norfolk GP practice into special measures following an inspection by the Care Quality Commission.

The Care Quality Commission has found the quality of care provided at the Family Health Care Centre GP Practice to be Inadequate following an inspection carried out in October 2014. A full report of the inspection has been published today.

The Family Health Care Centre provides a primary medical service to 5,360 patients living in and around Gorleston-on-Sea in Great Yarmouth, Norfolk.

Under CQC’s new programme of inspections, all of England’s GP practices are being given a rating according to whether they are safe, effective, caring, responsive and well led.

Inspectors found that while the Family Health Care Centre staff offered a caring and supportive service, there were limited systems in place to monitor the safety and effectiveness of the care and support that was being provided to patients.

Data showed that patient outcomes were at or below average. The practice could not always provide evidence that care and treatment was delivered in line with professional guidelines.

The report highlights a number of areas where improvements must be made including:

  • The practice must establish systems to monitor the quality of the service, including regular clinical audits and an effective process for identifying, reporting and investigating significant incidents and complaints.
  • There was no clear leadership structure and staff did not always feel supported by management.
  • The practice must ensure that medicines are safely stored and fit for use.
  • The practice must strengthen the clinical leadership for infection control and seek assurance that the quality of cleaning at the practice is being maintained.

CQC is working closely with Great Yarmouth and Waveney Clinical Commissioning Group and NHS England to support the practice, which is provided by Dr Keivan Maleki, while it addresses the issues identified by the inspection.

Janet Williamson, Deputy Chief Inspector of General Practice and Dentistry in CQC’s Central region said:

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

"Although the patients we met told us they were treated with dignity and respect, we also found that care and treatment was not always delivered in line with best practice. The lead GP worked hard to maintain the service but had limited clinical and managerial support in place to develop a clear vision and strategy for the practice.

“We know that the Family Health Care Centre has acknowledged the areas where action must be taken. We have 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 sufficient improvements have been made. I am hopeful that the practice will do what is required for the sake of its patients, but if we find that the service remains inadequate, we will consider taking further action.”


For media enquiries, call Regional Engagement Officer, Helen Gildersleeve on 0191 233 3379.   Alternatively, the CQC press office is available on 020 7448 9401 during office hours or out of hours on 07789 876508. For general enquiries, call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

CQC has published a full report on The Family Health Care 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)


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.