This service is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced inspection at Hounslow Urgent Care Centre on 27 June 2018 as part of our inspection programme.

At this inspection we found:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• There was a programme of quality improvement including clinical audit which had a positive impact on quality of care and outcomes for patients.
• Staff had the skills, knowledge and experience to deliver effective care.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• The service took complaints and concerns seriously and responded to them appropriately to improve the quality of care.
• Leaders had the capacity and skills to deliver high-quality, sustainable care.
• The provider engaged with patients and staff to improve the service.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Ensure the consistent use of the validated pain score tool.
• Review the list of medicines held in stock.
• Consider ways to improve performance in relation to the number of patients with diagnostic test(s) who were redirected to A&E within 2 hours.
• Formalise the vision and strategy for the service and raise staff awareness.

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