The Care Quality Commission
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Archived: The Practice Feltham Centre

Overall: Requires improvement read more about inspection ratings

Feltham Health Centre, The Centre, High Street, Feltham, Middlesex, TW13 4GU (020) 8104 0840

Provided and run by:
The Practice Surgeries Limited

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

All Inspections

10 July 2018

During a routine inspection

This practice is rated as requires improvement overall. (Previous rating 11/2014 – Good)

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Requires improvement

Are services caring? – Requires improvement

Are services responsive? – Good

Are services well-led? - Requires improvement

We carried out an announced comprehensive inspection at The Practice Feltham Centre on 10 July 2018 as part of our inspection programme.

At this inspection we found:

  • The practice had some systems for appropriate and safe handling of medicines. However, improvements in monitoring patients taking methotrexate and warfarin, and managing uncollected prescriptions were required.
  • The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
  • The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines. However, clinical audits demonstrated minimal improvements in outcomes for patients.
  • Performance for mental health indicators and uptake rates for child immunisations, and cervical, breast and bowel cancer screening was below average.
  • The practice organised and delivered services to meet patients’ needs.
  • Patient feedback on the service was mixed. Most patients found the appointment system easy to use and were satisfied with GP consultations. Some patients reported low satisfaction with accessing care when they needed it and consultations with nursing staff. The practice did not act on all patient feedback.
  • There was a focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider must make improvements as they are in breach of regulations are:

  • Ensure care and treatment is provided in a safe way to patients.
  • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

The areas where the provider should make improvements are:

  • Improve uptake rates for child immunisations, and cervical, breast and bowel cancer screening.
  • Review and improve clinical staff training in consent to care and treatment.
  • Continue to improve patient outcomes through continuous clinical audit.
  • Review and improve the systems for monitoring emergency medicines and prescription stationery.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

18 November 2014

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Practice Feltham Centre on 18 November 2014. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing effective, caring and responsive services. It was also good for providing services for all six population groups.

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

Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

Risks to patients were assessed and well managed.

Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

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 said they found it easy to make an appointment and that there was continuity of care.

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.

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

Importantly the provider should:

Ensure an annual infection control audit takes place.

Ensure staff receive mental capacity act training.

Ensure all staff at the practice have the opportunity to attend staff meetings and these are recorded.

Continue to promote the Patient Participation Group to enable the practice to listen to patients and identify further improvements in patient care.

Ensure that all staff at the practice have an annual appraisal.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice