Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection on 23 March 2016 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe?

We found that this service was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this service was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this service was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this service was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this service was providing well-led care in accordance with the relevant regulations.

Background

Palace Gate Practice is located in the London Borough of Kensington, and provides private GP services to around 5794 patients from a purpose built building.

One of the GPs/ director is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The practice has two female and two male GPs. Two of the GPs work full time hours and the rest work part time. The rest of the practice staff consist of two medical secretaries/ receptionist, one typist ,one financial administrator, and one human resources and training manager.

Palace Gate Practice is open Monday to Friday from 08:30hrs to 18:00hrs. The practice also offers 24hour care to patients who are registered as members of the practice. An out of hours service is provided by the practice and they also have an external company that delivers out of hours service.

As part of our inspection we asked for CQC comment cards to be completed by patients prior to our inspection. We received 20 comment cards which were all positive about the standard of care received. Patients reported that they had received an excellent service and the GPs were caring and helpful. Many comments expressed satisfaction at being listened to and found the reception staff friendly, efficient and helpful. We spoke with three people on the day of inspection who also provided positive feedback about the service.

Our key findings were:

• There was an effective system in place for reporting and recording significant events.
• Risks to patients were always assessed and well managed, including those relating to recruitment checks.
• The practice had a number of policies and procedures to govern activity.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
• 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 with a named healthcare professional and that 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.
• 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.

There were areas where the provider could make improvements and should:

• Ensure they review arrangements for dealing with medical emergencies.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice