The Care Quality Commission
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Archived: Eltham Palace PMS

Overall: Good read more about inspection ratings

Eltham Palace Surgery, 28 The Court Yard, Eltham, London, SE9 5QA (020) 8294 8150

Provided and run by:
Eltham Palace PMS

Important: This service is now registered at a different address - see new profile

All Inspections

11 December 2014

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Eltham Palace PMS on 11 December 2014. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing, well-led, effective, caring and responsive services. The practice is rated as requires improvement for providing safe services. While staff understood and fulfilled their responsibilities to raise concerns, and report incidents and near misses, clinical staff had not undertaken relevant child protection training.

It was also good for providing services for older people; people in the working age populations and those recently retired and people experiencing poor mental health. We found that requirements were required for families, children and young people and people whose circumstances may make them vulnerable

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 are also area(s) where the provider must make improvements

  • Ensure that all staff have undertaken relevant child protection training.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

20 August 2013

During a routine inspection

People we spoke with were very happy with the treatment they received from the surgery. One person told us "I've been a patient for a long time and I have always had good care and can usually get an appointment'. We found that most people felt listened to by the GPs and told us the reception staff and nurses were very good. A few people said they had difficulty getting through on the telephone or getting an appointment but once through they could get an appointment on the day if it was an emergency. People felt they were treated with respect by the GPs and nurses who explained the treatment and their conditions very well. People felt that personal issues were handled confidentially and the receptionist were all very discreet and never asked personal questions. One person said that 'the receptionist didn't ask awkward questions at the desk and were very helpful'. Another patient said 'I have only been coming to the surgery for two years and I don't come very often but it's a great service and I'm very happy'

We found that people were consulted with and involved in their care and provided with an explanation about their condition or illness. People's needs were assessed and care was planned in a way that met their needs. There were policies and procedures in place covering issues such as staff recruitment and patient confidentiality and staff had been trained in both child and adult safeguarding procedures. The practice had systems in place to manage the safety of the premises and ensure the quality of the service was monitored.