The Care Quality Commission
  • Doctor
  • GP practice

Thurrock Health Centre

Overall: Good read more about inspection ratings

55-57, High Street, Grays, RM17 6NB

Provided and run by:
College Health Limited

Important: The provider of this service changed. See old profile

All Inspections

18 December 2023

During an inspection looking at part of the service

We carried out a targeted assessment of Thurrock Health Centre on 18 December 2023 without a site visit. Overall, the practice is rated as good. We rated the key question of responsive as requires improvement.

Safe -good

Effective – good

Caring - good

Responsive – requires improvement

Well led - good

Following our previous inspection in July 2019, the practice was rated good overall and for all key questions. At this inspection, we rated the practice requires improvement for providing responsive services.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Thurrock Health Centre on our website at www.cqc.org.uk

Why we carried out this inspection

We carried out this inspection as part of our GP responsive assessment

  • Responsive question inspected

Our findings

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We found that:

  • Patients feedback was lower than national expected averages to the annual patient GP access survey results. We saw a steady downtrend noted except for a small peak only in 2021. The practice had made changes, to respond to the patient data received.
  • The provider had changed telephone provider and patients had access to an online video to explain how to use a call-back function.
  • Same-day access was implemented for all children to be seen.
  • Extended access appointments were revised to include more out of hours appointment, such as health screening and immunisation.
  • Patient survey data was audited monthly to monitor progress and patient satisfaction outcomes.
  • Longer appointments were offered to patients living with multiple health concerns following patient feedback.

Although we did not identify any breaches, the provider:

  • Should continue to audit patient survey data and continue to implement and review changes to access.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care

05/06/2019

During a routine inspection

We carried out an announced comprehensive inspection at Thurrock Health Centre on 5 June 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We have rated this practice as Good overall and Good for all population groups.

  • Significant events were identified and investigated effectively. Learning was shared with staff through meetings and communications to mitigate the risk of reoccurrence.
  • Clear systems and processes were in place to keep patients safeguarded from abuse. Staff were able to identify the safeguarding lead and had received the appropriate training.
  • Systems were in place to manage health and safety risks.
  • Effective and appropriate standards of cleanliness and hygiene were being met. An annual audit and regular monitoring had been carried out.
  • Patients received effective care and treatment that was monitored to meet their needs.
  • The practice had implemented QOF action plans when they took over the contract from another provider.
  • Unverified data showed that for 2018-2019, there had been an improvement in patient outcomes.
  • Staff dealt with patients through kindness, and respected and involved them in decisions about their care.
  • The practice had identified patients that were carers to ensure they had access to the care and support they needed.
  • The corporate system to manage, investigate and analyse complaints was effective, timely, identified learning and was cascaded to staff. This showed improvements were made and included a system to identify any trends and themes requiring action.
  • The practice had a dedicated learning disability co-ordinator who was knowledgeable and responsive to patients’ needs. Communication and engagement needs were considered and adapted to individual patients.
  • The practice held pop-up clinics in local community venues to encourage patients to self-monitor their health.
  • There was a dedicated care home team who provided weekly visits to ensure patient needs were met and reduce hospital admissions.
  • The practice had effective clinical oversight, to ensure care and treatment was well-led.
  • The GPs had the skills to deliver high-quality, sustainable care.
  • Staff told us they felt supported, valued, and that their opinions were well regarded.

Whilst we found no breaches of regulations, the provider should:

  • Continue to improve levels of patient satisfaction in relation to accessing the practice by telephone to make an appointment.
  • Improve quality evaluation with two cycle audits to evidence consistent improvement.

Details of our findings and the evidence supporting our ratings are set out in the evidence table.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care