- GP practice
Carlton Surgery
Report from 10 May 2024 assessment
Contents
Ratings
Our view of the service
Carlton Surgery is a GP practice which provides primary medical services to approximately 5,260 patients from its location in the London borough of Hounslow. The practice team consists of two GP partners, a salaried GP, an advanced nurse practitioner, a practice nurse, two healthcare assistants, practice manager, business manager, reception manager and a small team of receptionists. The practice is part of Feltham and Bedfont Primary Care Network. The practice is open 7am to 6.30pm, Monday, Tuesday, Thursday and Friday and 7am to 7pm Wednesday. For out of hours services people are directed to NHS 111 or 999 for an emergency. The GP practice is registered with the Care Quality Commission under the Health and Social Care Act 2008 to provide the following regulated activities: diagnostic and screening procedures, surgical procedures, maternity and midwifery services, treatment of disease disorder or injury and family planning. We inspected and rated this service under our previous methodology on 17 August 2022. The practice was rated good overall, and for the key questions effective, caring, responsive and well-led. Safe was rated as requires improvement with a breach of the legal regulations in relation to safe care and treatment. We carried out our on-site assessment on 5 June 2024. We assessed a total of 12 quality statements across safe and well-led quality statements. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. At the assessment although we found some areas had been rectified in relation to the management of non-urgent referrals we found continuing issues with the management of test results and recruitment checks, and in addition further breaches of the legal regulations in relation to safe care and treatment and breaches of the legal regulations in relation to governance.
People's experience of this service
We collected patient feedback from a variety of sources, including interviews with patients and the national GP patient survey. Patients we interviewed mostly gave positive feedback about the practice. However, the general concern was around patient access and not knowing how to complain and who to complain to. Some said they would call and speak to the receptionist. Some of the patients complained to CQC team about not being informed if the GP is running late for appointment and for how long. Overall, the number of patients sampled seemed to be happy with the service being provided by the practice.