The Care Quality Commission
  • Doctor
  • GP practice

The Pine Medical Centre

Overall: Good read more about inspection ratings

Fredora Avenue, Hayes, Middlesex, UB4 8RB 0844 387 8033

Provided and run by:
The Pine Medical Centre

All Inspections

8 November 2023

During a routine inspection

We carried out an announced comprehensive inspection at The Pine Medical Centre on 8 November 2023. Overall, the practice is rated as good.

Safe - good

Effective - good

Caring - good

Responsive - good

Well-led - good

Following our previous inspection on 2 December 2015, the practice was rated good overall and for all key questions.

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

Why we carried out this inspection

We carried out this inspection in line with our inspection priorities. We reviewed all key questions as part of this inspection.

How we carried out the inspection

This inspection was carried out in a way which enabled us to spend a minimum amount of time on site.

This included:

  • Conducting staff interviews using video conferencing.
  • Completing clinical searches on the practice’s patient records system (this was with consent from the provider and in line with all data protection and information governance requirements).
  • Reviewing patient records to identify issues and clarify actions taken by the provider.
  • Requesting evidence from the provider.
  • A short site visit.

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:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Most patients received effective care and treatment that met their needs. However, we found the management and monitoring of some patients with some chronic conditions should be improved.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • Patients could access care and treatment in a timely way.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

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

  • Take action to consistently follow-up patients after treatment for an acute exacerbation of asthma.
  • Take action to appropriately code patients with chronic kidney disease.
  • Continue to ensure patients with hypothyroidism receive appropriate monitoring prior to a prescription being issued.
  • Continue to improve the systems and processes to increase uptake rates for childhood immunisations and cervical screening.
  • Continue to identify carers.

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

2 December 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Pine Medical Centre on 2 December 2015. Overall the practice is rated as good.

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

  • There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
  • Risks to patients were assessed and well managed.
  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • Information about services was available and easy to understand. Although, information for patients on the complaints system was brief.
  • 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.
  • There was a clear leadership structure and staff felt supported by management. The practice sought feedback from staff and patients, which it acted on.
  • The provider was aware of and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvements are:

  • Review the business continuity plan to ensure procedures are in place if the premises are not accessible.

  • Advertise that translation services are available to patients on request.

  • Review the information available to patients to help them understand the complaints system.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice