King’s Road Medical Centre rated as Outstanding

The Care Quality Commission (CQC) has rated the Kings Road Medical Centre in Chelsea as “outstanding,” following an inspection in September 2015.
Under CQC’s programme of inspections, all primary medical services in England are being given a rating according to whether they are safe, effective, caring, responsive and well led.   
The King’s Road Medical Centre provides primary medical services to around 10,700 patients throughout the Royal Borough of Kensington & Chelsea, and it has a much higher than the English average of patients aged between 20 and 39 years.  The practice also has a lower than the English average of patients aged over 40 years and younger patients aged under 19 years.
CQC inspectors found that the practice used innovative and proactive methods to improve patient outcomes, working with other local providers to share best practice.  The practice worked closely with other organisations and with the local community in planning how services were provided to ensure that they meet people’s needs.
A dedicated support worker was based at the practice three days a week to assist older patients and their carers access timely care and community support. Their role included befriending, attending patients’ homes, liaising with social services, and acting as advocates on behalf of patients.
The practice had a daily ‘frontline’ GP who was based behind the reception desk and provided both telephone and email consultations, urgent prescriptions, and a triage service. Practice staff told inspectors that patients of working age found this service particularly useful. The service provided expert care to patients at the point of contact, and reduced the need for patients to have an appointment with a GP.
Working with a local charity, the practice provided the Expert Patients Programme (EPP), a self-management programme for people living with long-term conditions, which aimed to support people by increasing their confidence, improving their quality of life, and helping them effectively manage their conditions.
Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses.  All opportunities for learning from internal and external incidents were maximised.
Ursula Gallagher, Deputy Chief Inspector of General Practice said: "We found that the Kings Road Medical Centre is providing an outstanding service, particularly for older patients, those of working age and those with long term health conditions.
“Patients told us that they were treated with compassion, dignity and respect and that they were involved in their care and decisions about their treatment. They also told us that they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
“We were particularly impressed with the practice’s work to initiate positive service improvements for local patients and the commitment of all staff to continuously seek improved outcomes for local people.
“Staff demonstrated a sound understanding of the differing needs of their patients and reflected these needs when planning and delivering services.  This is a great example of what outstanding care looks like."
Member of Parliament for Chelsea & Fulham, Greg Hands, said: “I am proud to have the King’s Road Medical Centre – a practice rated as Outstanding – in my constituency of Chelsea & Fulham. Most importantly, I am pleased to hear that patients feel that they have been treated with compassion, dignity, and respect, and they were involved in their care and decisions about their treatment.”
The full report from the Kings Road Medical Centre inspection has been published on the CQC website: