You are here

West London GP practice rated as Inadequate

28 January 2016
Kingsway Surgery
  • Media,
  • GP and GP out-of-hours services

The Care Quality Commission (CQC) has rated the Kingsway Surgery in Hayes, West London, as Inadequate and has placed the provider into special measures following an inspection in November 2015.

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

The full report of the inspection has been published on the CQC website.

The Kingsway Surgery provides primary medical services to 4,000 patients within the London borough of Hillingdon. Inspectors found the practice Inadequate for providing services that were safe, effective, responsive and well led, and required improvement in order to provide services that were caring.

There was limited evidence to demonstrate that the practice was auditing patient outcomes to drive improvements in practice performance.

The practice did not assess, monitor or mitigate risks related to the health, safety and welfare of patients. The practice did not have adequate systems in place for medicines management and infection control.

Appropriate recruitment checks on staff had not been undertaken prior to their employment. The practice had previously employed an overseas trained doctor to work as a health care assistant and practice manager, although they lacked the required UK accredited training and competencies to work as a health care assistant.

Staff were not clear about reporting incidents, near misses and concerns and there was no evidence of ongoing learning and communication with staff.

Michele Golden, CQC Head of General Practice Inspection:

“I am hopeful that the Kingsway Surgery will take the necessary action to address the concerns we have identified during this inspection.

The practice must ensure that appropriate systems are put in place to monitor patient outcomes and practice performance, and that there are appropriate staffing arrangements to reduce risks and improve patient safety.

“We have found significant areas of concern which is why we are placing the practice into special measures, which will enable them to receive a package of support to help them improve.

“We will re-inspect within six months to check whether sufficient improvements have been made. If sufficient improvements have not been made and there remains a rating of inadequate for any key question or overall, we will take further action which may include closure.”


For further information please contact Yetunde Akintewe, CQC Regional Engagement Manager, on 07471 020 659. For media enquiries, journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

CQC has published a full report about Kingsway Surgery.

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).

Since 1 April, providers 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. Further information on the display of CQC ratings.

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.