Letter from the Chief Inspector of General Practice

This practice is rated as Requires improvement overall. (Previous inspection 15 January 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Requires improvement

Are services responsive? – Requires improvement

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. All the population groups are rated as requires improvement as the areas of caring and responsive require improvement and these affect all population groups:

Older People – Requires improvement

People with long-term conditions – Requires improvement

Families, children and young people – Requires improvement

Working age people (including those recently retired and students – Requires improvement

People whose circumstances may make them vulnerable – Requires improvement

People experiencing poor mental health (including people with dementia) - Requires improvement

We carried out an announced comprehensive inspection at Central Medical Centre on 8 November 2017 as part of our inspection programme.

At this inspection we found:

• 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.
• We observed that staff involved and treated patients with compassion, kindness, dignity and respect, although the National GP Patient survey results did not reflect this. However, comment cards we received reported high levels of satisfaction with the services at the practice and patients we spoke with also provided positive feedback. The practice had developed an action plan to address the consistently lower than average responses in the patient survey but the impact of these actions was not visible at this time.
• Patients told us they found the appointment system easy to use and reported that they were able to access care when they needed it.

The areas where the provider should make improvements are:

• Review recruitment files to confirm they contain relevant information to demonstrate that the recruitment procedure has been followed consistently.
• Review and update policies and procedures routinely.
• Implement a process to ensure that staff update training is routinely undertaken.
• Continue to review ways of increasing patients’ satisfaction with the service.
• Monitor the system implemented to record the collection of controlled drug prescriptions and destruction of uncollected prescriptions to ensure it is working effectively.
• Review ways of gaining a higher uptake of national bowel, breast and cervical screening.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out a comprehensive inspection of Dr Arshad Khan (Central Medical Centre) on 15 January 2015. Specifically, we found the practice to be good for providing safe, effective, caring, responsive and well-led services. It was also good for providing services for the older people, people with long-term conditions, families, children and young people, working age people (including those recently retired and students), people living in vulnerable circumstances, and people experiencing poor mental health (including people with dementia).

Our key findings were as follows:

• The practice had comprehensive systems for monitoring and maintaining the safety of the practice and the care and treatment they provided to their patients
• The practice was proactive in helping people with long term conditions to manage their health and had arrangements in place to make sure their health was monitored regularly
• The practice was clean and hygienic and had robust arrangements for reducing the risks from healthcare associated infections
• Patients felt that they were treated with dignity and respect. They felt that their GP listened to them and respected them
• The practice had a well-established and well trained team with expertise and experience in a wide range of health conditions

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

The provider should:

• Ensure minutes of meetings consistently record decisions taken and identify staff responsible for completing actions.
• The practice should ensure evidence of identity is held for all staff employed.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

This practice is rated as Good overall. (Previous rating 8 November 2017 – Requires improvement).

The key questions at this inspection 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 Dr Arshad Khan (known as Central Medical Centre) on 21 November 2018. The reason for this inspection was to follow up from a previous inspection on 8 November 2017 when the areas of caring and responsive had been identified as requiring improvement which had led to an overall rating of requires improvement.

At this inspection we found:

• 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 had reviewed and updated their policies and procedures and introduced a mechanism to maintain this.
• They had reviewed their recruitment process and updated staff files to contain all the relevant information.
• 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. We noted they had taken positive action to address the lower than average uptake of screening services.
• Staff involved and treated patients with compassion, kindness, dignity and respect. Patients we spoke with commented positively on the service they received.
• Patients we spoke with found the appointment system easy to use and reported that they were able to access care when they needed it.

The areas where the provider should make improvements are:

• Ensure that the complaints procedure is more visible in the waiting area.
• Continue with actions to address the lower than average uptake of all screening.

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

Please refer to the detailed report and the evidence tables for further information.