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Paddington urgent care centre rated Inadequate

5 October 2017
St Mary's Urgent Treatment Centre
  • Media,
  • GP and GP out-of-hours services,
  • Urgent care

An urgent care centre at St Mary’s hospital in Paddington, north-west London, has been rated Inadequate overall and placed into Special Measures by the Care Quality Commission.

St Mary’s Urgent Care Centre, which is run by Vocare Limited, was rated Inadequate for being safe, effective and well-led. It was rated Requires Improvement for being caring and Good for being responsive to people’s needs, after the inspection in July 2017.

The service is located within St Mary’s Hospital, Paddington. The hospital is run by Imperial College Healthcare NHS Trust. The urgent care centre premises are owned by the hospital trust.

Opportunities to prevent or minimise harm were missed as there was insufficient oversight and monitoring of ongoing incidents and risks both at local and organisational level.

There was insufficient attention to safeguarding children and vulnerable adults.

The provider had insufficient assurances in place to demonstrate that people received effective care.

Areas where inspectors found Vocare must make improvements include:

Ensuring care and treatment is provided in a safe way to patients.

Introduce effective methods to achieve good governance - in accordance with the requirements of the fundamental standards of care.

Ensuring sufficient numbers of suitably qualified, competent, skilled and experienced persons are deployed to meet the fundamental standards of care and treatment.

Ensure staff receive the appropriate support, training, professional development, supervision and appraisal necessary to enable them to carry out the duties.

Areas where the provider should make improvements include:

Reviewing the fire evacuation procedure to ensure all staff understand what to do in the event of a fire.

Review auditory privacy at all points of patient access to the service.

Review how patients with a hearing impairment would access the service.

Consider providing patient literature in languages aligned to people using the service.

You can read the report in full on our website.

Michele Golden, Head of General Practice Inspection in London, said:

“We found there had been a lack of clear management and clinical leadership and staff had not felt supported in their day-to-day roles at Vocare Limited’s St Mary’s Urgent Care Centre."

“CQC is placing this service in special measures. Services placed in special measures will be inspected again within six months. If insufficient improvements have been made, we will take action in line with our enforcement procedures to begin the process of preventing the provider from operating the service."

“However, staff did say that communication and engagement had improved since an interim management team had been in place. On the day of the inspection we observed members of staff were courteous and helpful to patients and treated them with dignity and respect.”


For further information please contact Ray Cooling, Regional Engagement Manager (London), on 020 7448 9136 or 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 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:
05 October 2017

Notes to editors

Whenever CQC inspects it will always ask the following five questions of every service:
  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they responsive to people’s needs?
  • Are they well-led?
Since 1 April, registered providers of health and social care services have been 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.