Glendale Medical Centre

Updated 28 February 2017

Dr H G Campbell & Dr M Nanavati (also known as Glendale Medical Centre) is a well-established GP practice situated within the London Borough of Hillingdon. The practice lies within the administrative boundaries of NHS Hillingdon Clinical Commissioning Group (CCG) and is a member of the Clover Hayes and Harlington Network.

The practice provides primary medical services to approximately 6,500 patients living in Harlington, Sipson, Harmondsworth and Hayes and Harlington, south of North Hyde Road. The practice holds a Personal Medical Services Contract and Directed Enhanced Services Contracts. The practice is located at Glendale Medical Centre, 155 High Street, Harlington, Hayes with good transport links by bus and rail services.

The practice operates from a converted detached house owned and managed by the GP Partners. The building is set over two floors with stair access, there are three consultation rooms on the ground floor and one on the first floor. The reception and waiting area are on the ground floor with wheelchair access to the entrance of the building. There are accessible toilet facilities and on site car parking facilities, with additional overflow parking nearby.

The practice population is ethnically diverse and has a higher than the national average number of male and female patients between 0 and 9 years of age and between 25 and 39 years of age. There is a higher than average number of male patients 40 to 49 years of age and a lower than average male and female patients 55 years plus. The practice area is rated in the sixth less deprived decile of the national Index of Multiple Deprivation (IMD). People living in more deprived areas tend to have greater need for health services.

The practice is registered with the Care Quality Commission (CQC) to provide the regulated activities of diagnostic & screening procedures, family planning, maternity & midwifery services, surgical procedures and treatment of disease disorder & Injury. The practice is no longer undertaking minor surgery.

The practice team comprises of one male and one female GP partners and two female salaried GPs, who all collectively work a total of 27 clinical sessions per week. They are supported by one part time practice nurse, a practice manager and five administration staff.

The opening hours are 8.30am to 6.30pm Monday, Tuesday, Wednesday and Friday and from 8am to 1pm Thursday. Consultation times in the morning are from 9am to 1pm Monday to Friday, afternoon consultations are from 1pm to 3.30pm and 4pm to 6pm Monday, Tuesday, Wednesday and Friday. Extended hour appointments with the practice nurse are offered form 6.45am to 8am Monday, Tuesday and Wednesday. The out of hours services are provided by an alternative provider, Care UK. The details of the out-of-hours service are communicated in a recorded message accessed by calling the practice when it is closed and on the practice website.

The practice provides a wide range of services including chronic disease management and health checks for patients 40 years plus. The practice also provides health promotion services including, cervical screening, childhood immunisations, contraception and family planning.

Updated 28 February 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr H G Campbell & Dr M Nanavati (also known as Glendale Medical Centre) on 30 June 2016. 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 been trained to provide them with 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 and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they generally found it easy to make an appointment with a named GP and 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, although some improvements were required in relation to the disabled toilets.
• There was a clear leadership structure and staff felt supported by management. The practice proactively 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 improvement are:

• Ensure systems are in place for training to be completed to the required level.

• Take action to ensure PGD’s are signed and available for the nurses to administer travel vaccinations.

• Ensure the practice complaints leaflet is updated.

• Ensure the cleaning schedule is robust to minimise the risk of infection and to record completion to a satisfactory standard.

• Ensure that the accessible toilet facilities meet the needs of people with an array of disabilities; this includes having the ability to call for support and assistance when required.

• Consider ways to identify and support more patients who are also carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Updated 28 February 2017

The practice is rated as good for the care of people with long-term conditions.

• Nursing staff had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority.
• Performance for diabetes related indicators 2014/2015 was similar to the CCG and national average. The practice scored 84% compared to the CCG 81% and national 84%.
• Longer appointments and home visits were available when needed.
• All these patients had a named GP and a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.
• Smoking cessation clinics were held by the practice nurse.

Updated 28 February 2017

The practice is rated as good for the care of families, children and young people.

• There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk, for example, children and young people who had a high number of A&E attendances.
• Immunisation rates were relatively high for all standard childhood immunisations.
• Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals, and we saw evidence to confirm this.
• Appointments were available outside of school hours and the premises were suitable for children and babies.
• We saw positive examples of joint working with midwives and health visitors.
• The practice provided postnatal reviews and six to eight week baby checks with active invites and recall systems.
• The practice provided contraception counselling, including intrauterine devices (IUD) or coil and intrauterine system (IUS) or hormonal coil clinics.

Updated 28 February 2017

The practice is rated as good for the care of older people.

• The practice offered proactive, personalised care to meet the needs of the older people in its population.
• The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.
• The practice offered health checks to patients aged over 75 years of age.
• The practice contacted all patients after their discharge from hospital to address any concerns and assess if the patient needed GP involvement at that time.
• The practice had a “housebound list” with named GP’s. These patients were reviewed at least annually by a GP or a nurse and more frequently based on clinical need.
• The practice engaged well with local services, including local community navigators and voluntary sector organisations to provide further support and signposting.

Updated 28 February 2017

The practice is rated as good for the care of working-age people (including those recently retired and students).

• The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.
• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.
• Extended hours appointments with the practice nurse were available three times a week for patients unable to attend during normal working hours.
• The practice encouraged its patients to attend national screening programmes for bowel and breast cancer screening. The practice uptake for patients aged 60-69, screened for bowel cancer in the last 30 months was 50% which was comparable with the CCG average of 52% but below the national average of 58%. The practice uptake for female patients aged 50-70 screened for breast cancer in the last 36 months was 61% which was below the CCG average of 68% and the national average of 72%.

Updated 28 February 2017

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia).

• 90% of patients diagnosed with dementia had their care reviewed in a face to face meeting in the last 12 months, which was slightly better than the CCG 85% and national 84%.
• The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those with dementia.
• The practice carried out advance care planning for patients with dementia.
• The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.
• Staff had a good understanding of how to support patients with mental health needs and dementia.

Updated 28 February 2017

The practice is rated as good for the care of people whose circumstances may make them vulnerable.

• The practice held a register of patients living in vulnerable circumstances including homeless people, travellers and those with a learning disability.
• The practice offered longer appointments for patients with a learning disability.
• The practice regularly worked with other health care professionals in the case management of vulnerable patients.
• The practice informed vulnerable patients about how to access various support groups and voluntary organisations.
• Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.