Archived: The Practice Feltham Centre

Updated 17 September 2018

The Practice Feltham Centre is an NHS GP practice and is part of ‘The Practice Group’, a large provider of NHS primary care services. The practice is located in Feltham, Middlesex and is part of NHS Hounslow Clinical Commissioning Group (CCG). The practice provides GP led primary care services through an Alternative Provider Medical Services (APMS) contract to approximately 10,100 patients. (APMS is one of the three contracting routes that have been available to enable commissioning of primary medical services).

Services are provided from:

• Feltham Health Centre, The Centre, High Street, Feltham, Middlesex, TW13 4GU

Online services can be accessed from the practice website:

• www.thepracticefeltham.nhs.uk

The practice is led by a salaried GP (female) and a practice manager (the CQC registered manager) who are supported by: two assistant practice managers; five long term GP locums (four male and one female); two advanced nurse practitioners (a salaried female and male long-term locum); two practice nurses (female); two health care assistants (female); a clinical pharmacist; an administrator; and six receptionists.

The age range of patients is predominantly 15 to 44 years. The practice has a higher percentage of patients aged zero to four, and a lower percentage of patients over 65 years when compared to local and national averages. The practice population is ethnically diverse with 63% white; 24% Asian; 7% black; 4% mixed race; and 2% from other ethnic groups. The practice area is rated in the fifth deprivation decile (one is most deprived, ten is least deprived) of the Index of Multiple Deprivation (IMD).

The practice is registered with the Care Quality Commission to provide the regulated activities of: diagnostic and screening procedures; maternity and midwifery services; family planning; surgical procedures; and treatment of disease disorder and Injury.

Updated 17 September 2018

This practice is rated as requires improvement overall. (Previous rating 11/2014 – Good)

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Requires improvement

Are services caring? – Requires improvement

Are services responsive? – Good

Are services well-led? - Requires improvement

We carried out an announced comprehensive inspection at The Practice Feltham Centre on 10 July 2018 as part of our inspection programme.

At this inspection we found:

• The practice had some systems for appropriate and safe handling of medicines. However, improvements in monitoring patients taking methotrexate and warfarin, and managing uncollected prescriptions were required.
• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines. However, clinical audits demonstrated minimal improvements in outcomes for patients.
• Performance for mental health indicators and uptake rates for child immunisations, and cervical, breast and bowel cancer screening was below average.
• The practice organised and delivered services to meet patients’ needs.
• Patient feedback on the service was mixed. Most patients found the appointment system easy to use and were satisfied with GP consultations. Some patients reported low satisfaction with accessing care when they needed it and consultations with nursing staff. The practice did not act on all patient feedback.
• There was a focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider must make improvements as they are in breach of regulations are:

• Ensure care and treatment is provided in a safe way to patients.
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

The areas where the provider should make improvements are:

• Improve uptake rates for child immunisations, and cervical, breast and bowel cancer screening.
• Review and improve clinical staff training in consent to care and treatment.
• Continue to improve patient outcomes through continuous clinical audit.
• Review and improve the systems for monitoring emergency medicines and prescription stationery.

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

Updated 17 September 2018

Updated 17 September 2018

Updated 17 September 2018

Updated 17 September 2018

Updated 17 September 2018

Updated 17 September 2018