Archived: Isleworth Centre Also known as Greenbrook Isleworth

Letter from the Chief Inspector of General Practice

This report presents the findings from our inspection of the Isleworth Centre. The practice is registered with the Care Quality Commission to provide primary care services. We carried out a comprehensive inspection on 20 November 2014. We spoke with patients, a member of the patient participation group (PPG), and staff including the management team.

The practice is rated as ‘good’ for providing a safe, effective, caring, responsive and well-led service. We gave the practice an overall rating of ‘good’.

Our key findings were as follows:

• The practice had systems in place to record, monitor, review and address risks to patients. Staff understood and fulfilled their responsibilities to raise safety concerns and report incidents and near misses. All opportunities for learning from internal and external incidents were maximised to support development.
• The practice’s focus was on improving patient outcomes, and the practice networked with other local providers to monitor performance and share best practice.
• Appraisals and personal development plans were undertaken for all staff, and staff received support to develop in their roles.
• Feedback from patients about their care and treatment was positive. There was a patient-centred culture where staff treated patients with kindness and respect.
• Areas identified by patients as requiring improvement, such as telephone access, were recognised by the practice and we found examples to demonstrate how patient feedback was valued and acted on. The practice actively reviewed complaints to identify any themes and learning.
• The practice understood the needs of the local population and services were planned to ensure these needs were met. There was flexibility for patients to book appointments at a time that suited them. The practice was open 08:00 – 21:00 every weekday, and 09:00 – 13:00 at the weekend.
• Urgent appointments were available the same day, and longer appointments were available for people who needed them. A child emergency policy was in place where children under the age of five would be seen the same day after a discussion with the GP, and children under six months old were automatically booked in by reception staff to be seen the same day.
• Policies and procedures to govern activity were in place, and there were systems in place to monitor and improve quality and identify risk. There was a strong focus on learning and training, and staff described a culture of openness and support.

However, there were also areas of practice where the provider needs to make improvements.

Importantly, the provider must:

• Ensure availability of an automated external defibrillator (AED) or undertake a risk assessment if a decision is made to not have an AED on-site.

The provider should:

• Provide chaperone training for staff who undertake these duties.
• Risk assess whether non-clinical staff require health-care associated infection prevention and control training.
• Ensure that both patient participation groups are able to contribute to the continuous improvement of the service.
• Improve signage directing patients around the practice.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice