We carried out an announced comprehensive inspection at Greenbrook Healthcare (Earls' Court) Ltd on 7 February 2019 as part of our inspection programme.

At the last inspection on 15 October 2015 we rated the practice as good overall and good for all population groups.

At this inspection we have rated this practice as good overall.

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 rated the practice as good for providing safe, effective, caring, responsive and well-led services because:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. 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 review staff knowledge of cold chain policies and incident reporting, and provide staff who return from leave with practice updates.
• Continue to review and improve uptake rates for childhood immunisations and cervical screening.
• Improve the identification of carers to enable this group of patients to access the care and support they need.
• Continue to review and improve patient satisfaction with consultations.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

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

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Greenbrook Healthcare, Earls Court Health and Wellbeing Centre on 15 October 2015. Overall the practice is rated as good.

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.
• 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 proactively sought feedback from staff and patients, which it acted on.

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

Importantly the provider should:

• Ensure all electrical equipment is routinely tested and fit for use.

• Formalise arrangements to ensure staff are kept up to date with clinical guidelines and safety alerts.

• Advertise the translation service within the practice to inform patients this service is available for them.

• Consider improving communication with patients who have a hearing impairment.

• Ensure all staff receive regular appraisals.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice