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South Norwood surgery rated Inadequate by CQC

21 June 2017
South Norwood Hill Medical Centre
  • Media,
  • GP and GP out-of-hours services

A surgery in South Norwood, south London has been rated as Inadequate overall by the Care Quality Commission. It remains in special measures after a second CQC inspection.

South Norwood Hill Medical Centre was rated Inadequate for being safe and well-led, Requires Improvement for being caring and responsive to people’s needs and Good for being effective.

It was previously inspected in May 2016, and later that year placed in special measures. Inspectors found in this year’s follow up inspection that insufficient improvements had been made.

The practice now must make improvements in the following areas:

  • It must monitor, mitigate and manage risk of infection, staff areas and cleaning chemicals.
  • Ensure medicines are managed safely, including the use of valid Patient Group Direction for all nurses providing vaccinations.
  • Retain recruitment records for all staff employed in the carrying on of regulated activity.
  • Non-permanent staff must receive training and records of this training must be kept.
  • Effectively record, handle and respond to complaints.

The practice should also: Repeat the audit of post-operative infection rates; Monitor and continue to take action to improve patient satisfaction.

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

“I am concerned and disappointed that South Norwood Hill Medical Centre has remained in special measures. It was originally placed in special measures in May 2016. Insufficient improvements have been made such that there remains a rating of Inadequate for safe, well led and overall. The service will be kept under review and where necessary, another inspection will be conducted within six months and if needed could be escalated to urgent enforcement action."

“On a slightly more positive note staff had the skills, knowledge and experience to deliver effective care and treatment and there was evidence of personal development plans for staff. Patient outcomes were above average compared to the national average. Overall cleanliness had improved but the overall infection control arrangements remained insufficient.”

You can read the report in full on our website.


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Last updated:
22 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.