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Nestor Primecare Services Ltd t/a Primecare – East Kent remain in special measures

24 November 2017
Nestor Primecare Services Ltd t/a Primecare - East Kent
  • Media,
  • GP and GP out-of-hours services

The Care Quality Commission has told Nestor Primecare Services Ltd t/a Primecare – East Kent that it must make further improvements to its NHS 111 and GP Out of Hours services following a recent focused inspection of its services in September 2017. Nestor Primecare Services Ltd t/a Primecare – East Kent was placed into special measures in May 2017.

This inspection was to follow up progress against three Warning Notices which had been issued in May 2017. This inspection does not affect the initial rating and the service stays as Inadequate and remains in special measures.

This focused inspection was to check that the provider had followed their action plan to meet the legal requirements of warning notices which had been issued at the previous inspection. The provider was not rated as a consequence of this inspection, as they are in special measures.

The report of this inspection has been published on our website.

Ruth Rankine, Deputy Chief Inspector of General Practice, said:

“NHS 111 and GP Out of hours services are a vital part of the urgent care system which takes pressure away from Accident and Emergency and GP services by allowing people to have easy access to healthcare and advice."

“I am disappointed to see that the organisation is still demonstrating that they cannot provide the service that patients need and we have issued a further two warning notices to ensure care and treatment is being provided in a safe way for service users and will continue to monitor this."

“Services need to demonstrate that they are ensuring people with the most urgent needs are prioritised at times of high demand, and to ensure that care and advice is delivered safely and effectively, and they are referred to the right service as quickly as possible when necessary."

“We will continue to work closely with our stakeholders to monitor and inspect the service to ensure that improvements are put in place."

Nestor Primecare Services Ltd t/a Primecare – East Kent must make a number of improvements including ensuring:

  • care and treatment is provided in a safe way to patients.
  • effective systems and processes to help ensure good governance in accordance with the fundamental standards of care.
  • sufficient numbers of suitably qualified, competent, skilled and experienced persons are deployed to meet the fundamental standards of care and treatment.


For further information please contact CQC Regional Engagement Officer Lara Orija on 07789 875 306. 

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:
24 November 2017

Notes to editors

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.