We carried out an announced comprehensive inspection at Kensington Health Centre on 15 January 2019 as part of our inspection programme.

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 have rated this practice as good overall and good for all population groups.

We found that:

• The practice had clear systems to keep people safe and safeguarded from abuse. There were adequate systems to assess, monitor and manage risks to patient safety.
• The practice had a good track record on safety. There were comprehensive risk assessments in relation to safety issues. The practice monitored and reviewed safety using information from a range of sources. The practice learned and made improvements when things went wrong.
• Systems were in place to keep clinicians up to date with current evidence-based practice.
• The practice had a comprehensive programme of quality improvement activity and routinely reviewed the effectiveness and appropriateness of the care provided. Where appropriate, clinicians took part in local and national improvement initiatives.
• Staff had the skills, knowledge and experience to carry out their roles. Staff worked together and with other health and social care professionals to deliver effective care and treatment.
• Patients told us that staff treated patients with kindness, respect and compassion. The practice respected patients’ privacy and dignity.
• The practice organised and delivered services to meet patients’ needs. They took account of the needs of its population and tailored services in response to those needs. Patients could access care and treatment from the practice within an acceptable timescale for their needs.
• The practice took complaints and concerns seriously and responded to them appropriately to improve the quality of care.
• Leaders were knowledgeable about issues and priorities relating to the quality and future of services. They understood the challenges and were addressing them. Leaders at all levels were visible and approachable. They worked closely with staff and others to make sure they prioritised compassionate and inclusive leadership.
• There was a clear vision and set of values. The practice had a realistic strategy and supporting business plans to achieve priorities.
• Staff stated they felt respected, supported and valued. They were proud to work in the practice.
• There was an effective, process to identify, understand, monitor and address current and future risks including risks to patient safety.
• Quality and operational information was used to ensure and improve performance. Performance information was combined with the views of patients.
• There was evidence of systems and processes for learning, continuous improvement and innovation.

Whilst we found no breaches of regulations, the provider should:

• Improve the identification of carers to enable this group of patients to access the care and support they need.
• Develop a monitoring system for the safe use of sharps disposal bins.
• Review the arrangements for the storage of confidential patient information.

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

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice