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Significant improvements at The Pinner Road Surgery says CQC

10 August 2017
The Pinner Road Surgery
  • Media,
  • GP and GP out-of-hours services

A West Harrow GP practice has made significant improvements and is now rated as Good overall by the Care Quality Commission.

The Pinner Road Surgery in the London Borough of Harrow was rated Good for being safe, effective, caring and responsive. It was rated Requires Improvement for being well-led following the most recent inspection in June 2017.

Previously the CQC had rated The Pinner Road Surgery as Inadequate and it had been place into special measures.

Inspectors found that improvements had been made since the previous inspection and the practice was meeting the regulations which it had previously breached.

CQC’s key findings across all the areas inspected included:

  • There was a more positive, transparent approach to safety and an effective system in place for reporting, recording and learning from significant events and other incidents.
  • Risks to patients were assessed and well managed.
  • Staff assessed patient’s needs and delivered care in line with current evidence based guidance.
  • Staff had been trained and had the skills, knowledge and experience to deliver effective care and treatment.
  • The feedback inspectors got from patients was positive. It scored in line with the local and national averages on the national GP patient survey.
  • Information about services and how to complain was now available and easy to understand. Improvements had been made to the quality of care as a result of complaints.
  • Patients said they found it easy to make an appointment with a named GP. Urgent appointments were available on the same day.
  • The practice had recently renovated the premises and had secured funding for further expansion.

However, there was one area that the practice must improve. It must establish effective systems and processes to ensure good governance is embedded and sustained.

Professor Ursula Gallagher, CQC Deputy Chief Inspector of GP Practices, said:

“It is always encouraging to see a GP practice improve. After being placed into special measures, staff at The Pinner Road Surgery, worked well to make the improvements necessary to achieve a Good rating."

“The practice is developing its leadership structure and staff said they were supported by management through this process. The practice proactively sought feedback from staff and patients, which it then acted upon.”


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. 

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Last updated:
10 August 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.