21 May 2014
During a routine inspection
Harrow Road Health Centre is a general medical practice providing the regulated activities: diagnostics and screening procedures; maternity and midwifery; treatment of disease disorder or injury and surgical procedures to approximately 4500 patients in the North East part of the London Borough of Westminster.
We carried out an announced inspection of the service on the 21 May 2014. During our inspection we spoke with a range of staff including GPs, nurses, and management and reception staff. We also spoke with patients and a representative from the practice’s patient reference group (PRG).
The premises were suitable and appropriate health and safety checks had been completed. There was a recruitment policy in place and staff had received up-to-date training appropriate to their role. There were clear procedures for safe guarding children and vulnerable adults from harm. Staff were trained in dealing with medical emergencies and appropriate emergency equipment was available, although not all rooms were equipped with an emergency alarm pull cord. Medicines and vaccinations were in-date and stored safely.
There were regular clinical meetings and audits to promote and maintain best practice. Staff received appropriate induction and attended regular appraisal to identify training needs. The practice worked collaboratively with other allied health professionals to provide integrated care pathways for their patients. There was a pro-active approach to health promotion and prevention.
Staff were observed to be courteous and approachable when dealing with patients. Consultation rooms were equipped to maintain privacy and dignity. Patients felt they received compassionate care and were supported to be involved in decisions about their care and treatment.
The practice provided a wide range of services and clinics to support the varied needs of their patient population. They provided email and telephone access for patients to contact their usual GP and same day emergency appointments were also available. There was an effective complaints procedure for patients to raise concerns about the service.
There was a clear strategy for the practice and leadership was visible and supportive. The practice engaged in regular clinical audit and performance checks to ensure the service they provided was monitored and improved to deliver high quality care. Patient feedback about the service was gained from the patient reference group (PRG) established at the practice and from local annual patient surveys. Staff feedback was encouraged in regular team practice meetings. There were systems in place to record and learn from any significant incidents and complaints.
The practice provided and had access to a range of services to support the needs of the different patient population groups attending the practice. These included rapid referral to secondary care for frail elderly patients, health visitor clinics for babies and young children and on site access to staff with skills in supporting people with drug misuse problems and people experiencing poor mental health. The practice operated an open access for all policy so that vulnerable people could receive accessible health care without negative attitudes.