Archived: Parkview Centre for Health & Wellbeing Also known as Parkview Practice

Updated 23 May 2016

Parkview Practice provides GP primary medical services to approximately 5,000 patients living in the London borough of Hammersmith and Fulham. The patient population groups served by the practice include a cross-section of socio-economic and ethnic groups.

The practice team is made up of two female and two male GPs providing 21 sessions, two practice nurses, two Health Care Assistants, a practice manager and six administrative staff.

The practice opening hours are between 8:00am – 8:00pm Monday to Friday and 9:00am -12:00pm on Saturdays. Appointments were from 9:00am – 6:30pm on Monday, Wednesday and Friday; 9:00am-8:00pm on Tuesday and Thursdays; 9:00am-12:00pm on Saturdays. Home visits are provided for patients who are housebound or too ill to visit the practice.

The practice has a General Medical Services (GMS) contract (GMS is one of the three contracting routes that have been available to enable the commissioning of primary medical services).The practice refers patients to the NHS ‘111’ service for healthcare advice during out of hours.

The practice is registered with the Care Quality Commission to provide the regulated activities of maternity and midwifery services; surgical procedures; diagnostic and screening procedures; treatment of disease, disorder or injury.

The practice provides a range of services including maternity care, childhood immunisations, chronic disease management and travel immunisations.

In February 2016 the practice had received an award from Imperial College London’s Faculty of Medicine as an Academic Flagship Practice in recognition of the practice’s contribution to teaching, training, research and service development.

Updated 23 May 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Parkview Practice (Dr Canisius & Dr Hasan) 10 February 2016. Overall the practice is rated as requires improvement.

Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. However, reviews and investigations were not thorough enough. Patients did not always receive a verbal and written apology.

• Risks to patients were assessed and well managed, with the exception of those relating to staff recruitment checks.

• Although some audits had been carried out, we saw no evidence that audits were driving improvement in performance to improve patient outcomes.

• Patients were positive about their interactions with staff and said they were treated with compassion and dignity.

• Information about services and how to complain was available and easy to understand.

• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

The areas where the provider must make improvements are:

• Investigate safety incidents thoroughly, ensure lessons learned are communicated widely enough to support improvement and people affected receive reasonable support and a verbal and written apology.

• Ensure recruitment arrangements include all necessary employment checks for all staff and these are documented.

• Establish a system to keep all clinical staff up to date with current evidence based guidance and standards to deliver care and treatment that meet peoples’ needs.

In addition the provider should:

• Develop a programme of continuous clinical and internal audit and re-audit to monitor quality and to make improvements.

• Develop multidisciplinary team meetings to engage with relevant health and social care professionals to deliver a multidisciplinary package of care for patients with complex needs and ensure records are kept of these meetings.

• Develop a practice policy to follow up patients who did not attend for their cervical screening test.

• Advertise the interpreting service within the practice to inform patients of this service.

• Develop a strategy or business plan to reflect the practice vision and values.

• Establish a patient participation group (PPG) to gather feedback from patients.

• Strengthen governance arrangements for practice meetings including standing agenda items and minuting of all meetings.

• Undertake a regular analysis of the results of the Friends and Family Test survey and communicate with staff and patients any action being taken by the practice in response to this feedback.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 23 May 2016

The practice is rated as requires improvement for the care of people with long term conditions. The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• GPs had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority.

• Performance for diabetes related indicators was similar to the national averages. For example, the percentage of patients on the diabetes register with a record of a foot examination in the preceding 12 months was 92% and the national average was 88%; the percentage of patients of patients with diabetes on the register whose last measures total cholesterol (measured in the last 12 months) was 5mmol/l or less was 77% and the national average was 81%.

• The percentage of patients with hypertension having regular blood pressure tests was 83% which was similar to the national average of 84%.

• Longer appointments and home visits were available when needed.

• All these patients had a named GP and a structured annual review to check their health and medicines needs were being met.

Updated 23 May 2016

The practice is rated as requires improvement for the care of families, children and young people. The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk, for example, children and young people who had a high number of A&E attendances.

• Cervical screening programme uptake was 67%, which was below the national average of 82% and there was no practice policy in place to offer telephone reminders for patients who did not attend for their cervical screening test.

• Immunisation rates for the standard childhood immunisations were comparable with the national averages.

• 74% of patients diagnosed with asthma, on the register, had an asthma review in the last 12 months which was similar to the national average of 75%.

• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals.

• Appointments were available outside of school hours and the premises were suitable for children and babies.

Updated 23 May 2016

The practice is rated as requires improvement for the care of older people. The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• The practice offered proactive, personalised care to meet the needs of the older people in its population.

• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.

• Longer appointments were available for older people when needed.

• The percentage of people aged 65 or over who received a seasonal flu vaccination was 57% which was below the national average of 73%.

Updated 23 May 2016

The practice is rated as requires improvement for the care of working age people (including those recently retired and students). The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.

• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.

Updated 23 May 2016

The practice is rated as requires improvement for the care of people experiencing poor mental health (including people with dementia). The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• 100% of patients with schizophrenia, bipolar effective disorder and other psychoses had received a comprehensive agreed care plan in the last which is above the national average of 88%.

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  The practice carried out advance care planning for patients with dementia.

• The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.

• The practice had a system in place to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.

• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 23 May 2016

The practice is rated as requires improvement for the care of vulnerable people. The provider was rated as requires improvement for safe, effective and well led. The issues identified as requiring improvement overall affected all patients including this population group. There were, however, examples of good practice.

• The practice held a register of patients living in vulnerable circumstances including those with a learning disability.

• The practice offered longer appointments for patients with a learning disability.

• The practice informed vulnerable patients about how to access various support groups and voluntary organisations.

• Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.