We carried out an announced comprehensive inspection at Heathrow Medical Centre on 10 January 2019 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 good overall and across all population groups. 

We found that:

• Although there were systems in place to manage risk, the arrangements in place for prescription safety required monitoring.
• Patients received effective care and treatment that met their needs.

• The practice had a comprehensive schedule of quality improvement activity. They shared good practice with other practices and external partners. 

• Improvements were made to the quality of care as a result of complaints and concerns.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.

The areas where the provider should make improvements as they are:

• Monitor that all relevant staff have received the appropriate safeguarding training relevant to their role.
• Monitor that the fire risk assessment recommendations are carried out.
• Take action to monitor prescription safety.
• Monitor that staff mandatory training records are kept up to date. 
• Remind staff of the business continuity plan.
• Improve the identification of carers to enable this group of patients to access the care and support they need.
• Consider installing a hearing loop.
• Continue to monitor and improve access to appointments.

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

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Heathrow Medical Centre on 27 May 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed in most areas with the exception of some relating to infection control, emergency equipment and health and safety.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• Patients said they felt the practice offered an excellent service and staff were helpful, caring, approachable, understanding and treated them with 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.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• 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:

• Review the significant event recording form to include the recording of notifiable incidents under the duty of candour.

• Implement a system to monitor and track the distribution of prescription forms and pads kept at the practice.

• Review that the protocols for monitoring cold chain storage where vaccines and medicines are stored, are consistently followed.

• Monitor and ensure that infection control procedures are consistently followed across all areas.

• Monitor and ensure that recently implemented protocols for checking equipment available for use in a medical emergency are followed.

• Advertise within the practice the provision of the translation service for patients.

• Review systems to identify carers in the practice to ensure they receive appropriate care and support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice