Archived: Jai Medical Centre - Hendon Also known as Hendon Branch

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Jai Medical Centre – Hendon on 28 April 2016. During the inspection we identified a range of concerns including an absence of systems in place to keep patients safe and missed opportunities to use the learning from significant events to support improvement. (The full comprehensive report on the April 2016 inspection can be found by selecting the ‘all reports’ link for Jai Medical Centre – Hendon on our website at www.cqc.org.uk).The overall rating for the practice was requires improvement.

An announced comprehensive inspection was undertaken on 22 June 2017. Overall the practice is now rated as good.

We noted that although Jai Medical Centre Hendon and Jai Medical Centre Edgware held separate CQC registrations, their NHS contract defined them as a main location and branch location with a single patient list. Consequently, national GP patient survey results and QOF results relate to both practices. We also noted that an application had been submitted to CQC to amend its practice registration and seek alignment with its NHS contract.

Our key findings of our inspection of Jai Medical Centre Hendon were as follows:

• Action had been taken to improve the monitoring of patient outcomes in that this information was now available at the practice level.

• Action had been taken to improve complaints management in that filing systems were now well organised and there was a clear system in place to ensure that learning from complaints was documented and shared with staff.

• Action had been taken to ensure that governance arrangements in areas such as quality improvement and risk management facilitated the delivery of high-quality person-centred care.

• We noted that due to the nature of the NHS contract, national GP patient survey related to Jai Medical Centre Hendon and Jai Medical Centre Edgware. However, we saw evidence of how Jai Medical Centre Hendon had acted on patient feedback from other sources such as complaints and significant events.

• Clinical audit was being used to drive quality improvement.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events. Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses.
• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• 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.

The areas where the provider should make improvement are:

• Continue to monitor and take action as necessary to improve cervical screening and child immunisation uptake rates.

• Continue with efforts to improve patient satisfaction regarding its phone system.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice