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 comprehensive inspection at The Rosewood Medical Centre as part of our inspection programme.

At this inspection we found:

• The leaders of Havering Health Ltd had the experience, capacity and skills to deliver the service strategy and address risks to it.

• There were clear and effective arrangements for booking appointments, and transfers to other services.

• Staff felt respected, supported, and valued. They were proud to work for the service.

• The service had good systems to manage risk, and protect vulnerable adults and children.

• 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.
• Staff had the skills, knowledge and experience to carry out their roles.

• Patients were able to access care and treatment from the service within an appropriate timescale for their needs. To ensure the service was responsive to patient’s needs, the provider's questionnaire asked what made patients use the service.

• The service had systems for sharing information with staff and other agencies to enable them to deliver safe care and treatment. However, the service did not have access to all of the patient’s medical records. The Clinical Commissioning Group confirmed that access to all patient notes was out of the services control because the GPs in Havering all used different computer systems. Although, recently GP practices had moved to one computer software system and the service was looking at ways of funding this system.

• All of the 45 patient Care Quality Commission comment cards we received were positive about the service experienced. This was in line with the results other feedback received by the service in April and May 2018. When patients were asked how do you rate the courtesy of the staff 100% of patients (48) described them as very helpful.

The areas where the provider should make improvements are:

• The provider should review the policies and standard operating procedures to ensure that they fully reflect the services practices and sites.

• The provider should continue to review the computer software used to enable the service to have access to the GP practice patient notes.

• The provider should consider the use of interpretation services to aid staff at the call centre.

• The provider should ensure they seek assurances from the locum GPs that their medical indemnity is correct for the service.

• The provider should have an agreement in place for locum GPs about their responsibilities whilst working for the service.

• The provider should review the appraisal system to ensure it includes all call handlers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice