The Care Quality Commission
  • Doctor
  • GP practice

HMC Health Feltham

Overall: Good read more about inspection ratings

3rd Floor The High Street, Feltham, TW13 4GU (020) 8104 0840

Provided and run by:
Hounslow Medical Centre

Important: The provider of this service changed. See old profile

All Inspections

6 July 2023

During a monthly review of our data

We carried out a review of the data available to us about HMC Health Feltham on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about HMC Health Feltham, you can give feedback on this service.

08 September 2021

During a routine inspection

We carried out an announced inspection at HMC Health Feltham on 6, 7 and 8 September 2021. Overall, the practice is rated as Good

Set out the ratings for each key question

Safe - Good

Effective - Good

Caring - Good

Responsive - Good

Well-led - Good

Following our previous inspection on 8 January 2020, the practice was rated Requires Improvement overall and for all key questions.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for HMC Health Feltham on our website at www.cqc.org.uk.

Why we carried out this inspection

This was a comprehensive inspection to follow up on breaches of Regulation 17 Good governance and Regulation 18 Staffing.

At this inspection we covered all key questions:

  • Are services safe?
  • Are services effective?
  • Are services caring?
  • Are services responsive?
  • Are services well-led?

How we carried out the inspection

Throughout the pandemic CQC has continued to regulate and respond to risk. However, taking into account the circumstances arising as a result of the pandemic, and in order to reduce risk, we have conducted our inspections differently.

This inspection was carried out in a way which enabled us to spend a minimum amount of time on site. This was with consent from the provider and in line with all data protection and information governance requirements.

This included:

  • Conducting staff interviews using video conferencing.
  • Completing clinical searches on the practice’s patient records system and discussing findings with the provider.
  • Reviewing patient records to identify issues and clarify actions taken by the provider.
  • Requesting evidence from the provider.
  • A short site visit.

Our findings

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, with the exception of working age people (including those recently retired and students), which is rated as requires improvement.

We found that:

  • The practice had demonstrated improvements in governance arrangements compared to the previous inspection.
  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Patients received effective care and treatment that met their needs.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice adjusted how it delivered services to meet the needs of patients during the COVID-19 pandemic. Patients could access care and treatment in a timely way.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

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

  • Continue to encourage and monitor cervical, breast and bowel cancer screening and childhood immunisation uptake.
  • Take action to ensure all the staff are aware how to access the policies.
  • Take necessary steps to establish an active patient participation group (PPG).

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

8 January 2020

During a routine inspection

We carried out an announced comprehensive inspection at HMC Health Feltham on 8 January 2020 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 requires improvement overall and requires improvement overall for all population groups.

We rated the practice as r equires improvement for providing safe, effective, caring, responsive and well-led services because:

  • Risks to patients were assessed and well managed in some areas, with the exception of those relating to the fire safety and infection control procedures, some recruitment checks and staff vaccinations.
  • The practice was unable to demonstrate that all staff had received annual appraisals and some nursing staff had not received childhood immunisations and travel immunisations training updates in the last 12 months.
  • Feedback from some patients reflected that they were not satisfied about the way staff treated them and they were not always involved in decisions about care and treatment.
  • The practice had not assured that confidential documents were disposed of in a safe manner and the computer screen was always locked when the clinician was not in the consulting room.
  • Feedback from patients reflected that they were not always able to access care and treatment in a timely way.
  • The practice’s uptake of the national screening programme for cervical, breast and bowel cancer screening and childhood immunisations rates were below the national averages.
  • A hearing induction loop and baby changing facilities were not available on the premises.
  • The practice routinely reviewed the effectiveness and appropriateness of the care it provided.
  • There was a clear leadership structure and staff felt supported by the management.
  • There was a lack of good governance in some areas.

We rated all population groups as requires improvement for providing effective and responsive services because they were all affected by the issues identified. 

The areas where the provider must make improvements are:

  • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.
  • Ensure persons employed in the provision of the regulated activity receive the appropriate support, training, professional development, supervision and appraisal necessary to enable them to carry out the duties.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

  • Improve the monitoring of blank prescription forms in line with national guidance.
  • Improve the identification of carers to enable this group of patients to access the care and support they need.
  • Continue to encourage and monitor the cervical, breast and bowel cancer screening and childhood immunisation uptake.
  • Take action to ensure the practice takes into account the needs of patients with hearing difficulties and baby changing facilities.
  • Review the patient participation group (PPG) feedback.
  • Take necessary action to resolve the CQC registration issues.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care