Royal Arsenal Medical Centre

Updated 19 June 2018

Royal Arsenal Medical Centre is situated in the Royal Borough of Greenwich. Services are provided at 21 Arsenal Way London SE18 6TE, which is a large purpose-built medical centre, part of a new residential and leisure complex.

Greenwich Clinical Commissioning Group (CCG) is responsible for commissioning health services for the locality. The practice relocated to the current purpose-built leased premises in 2012. The practice premises comprise 12 consulting/treatment rooms; four waiting areas; a medical record storage room, staff room and administrative offices. Part of the premises is sub-let to other services for which practice staff provide reception services. These services include Cgl Basis (an alcohol and drugs advisory and counselling service), Greenwich Time to Talk counselling services, Greenwich Mind counselling service, a community dermatology service, Guys & St Thomas’ community head and neck team, an independent physiotherapy service, an independent podiatry service and a pharmacy. The practice also hosts a twice-weekly phlebotomy clinic and a weekly community midwifery service.

The practice experienced a 46% increase of patients in 2017 and currently has 9581 registered patients. Compared to the national average the practice has a higher number of patients in the 25 to 45-year age group and a lower than average number of patients over 60 years of age. The practice is based in an area with a deprivation score of five out of 10 (one being the most deprived and 10 the least deprived). This is higher than the local and national average.

The practice is registered with the CQC to provide the regulated activities of family planning; treatment of disease, disorder and injury; surgical procedures and diagnostic and screening procedures.

Medical services are provided by the male lead, two female salaried GPs, four (male and female) long term locum GPs, one male short-term locum GP (providing 40 sessions per week) and one female nurse practitioner (providing eight sessions per week). Patients are given the choice of a GP or the Nurse Practitioner when booking their appointments. Only GP appointments are available to book online. Clinical services are provided by four practice nurses and one health care assistant. Administrative services are provided by a practice manager, eight administration staff and five reception staff. The practice reception and telephone lines are open between 8am and 6.30pm, Monday to Friday, with extended opening for reception on Tuesday between 7am and 8am, Wednesday between 7.30am and 8am and Saturday between 9.30am and 12.30pm.

A practice leaflet is available and the practice website includes details of services provided by the surgery.

Updated 19 June 2018

This practice is rated as good overall. (Previous inspection 22 February 2017 – good overall; requires improvement in effective).

The key questions are rated as:

Are services safe? – good

Are services effective? – good

Are services caring? – good

Are services responsive? – good

Are services well-led? - good

We carried out an announced comprehensive inspection at Royal Arsenal Medical Centre on 25 April 2018, to follow up on breaches of regulations identified during the inspection carried out on the 22 February 2017.

Our key findings were:

• There was a transparent and proactive approach to safety and a system was in place for reporting and recording significant events.
• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses.
• Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care delivered in line with current best practice guidance.
• Staff received ongoing training and development to ensure they had the skills, knowledge and experience to deliver effective care and treatment, including chaperone training for non-clinical staff.
• 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 and how to complain was available and easy to understand.
• Patients expressed some difficulty in obtaining routine appointments. However, they felt there was continuity of care and were able to get urgent appointments on the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The practice had a clear vision to deliver a high quality and compassionate service which was responsive to patients’ needs and promoted the best possible outcomes for patients.
• There was a clear leadership structure and staff felt supported by management.
• 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 how patients with caring responsibilities are provided with advice and information about available support within the practice.
• Review processes in place for measuring patients’ experiences of care and treatment to improve patient engagement and provide feedback and a patient-led service.
• The practice should continue to consider proactive strategies to encourage patients to join the patient participation group (PPG). Review ways to improving patient satisfaction with availability of routine appointments.
• Review ways to maintain the improvement achieved in the performance for people with long-term conditions.

Updated 19 June 2018

Updated 19 June 2018

Updated 19 June 2018

Updated 19 June 2018

Updated 19 June 2018

Updated 19 June 2018