CQC Rating

Letter from the Chief Inspector of General Practice, Professor Steve Field (CBE FRCP FFPH FRCGP) 

We carried out an announced comprehensive inspection at The Abbey Medical Centre on 19 January 2017. Overall the practice is rated as good.

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

  • Staff used an effective system report and investigate significant events and the working culture encouraged openness and honesty to highlight areas for improvement.

  • Risks to patients were assessed and well managed, including through medicines management and safeguarding processes.

  • 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.

  • There was evidence of extensive and consistent multidisciplinary working to meet the complex needs of patients, including vulnerable young people and those who received palliative care.

  • A comprehensive programme of audits was in place and staff used this to assess quality of care and establish standards against national best practice guidance. The audit programme had demonstrably led to improvements in practice.

  • Patients provided positive feedback about the caring nature of staff and said they took the time to listen to their concerns. We saw staff treated people with compassion, dignity and respect and involved them in care planning and decisions about their treatment.

  • 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.

  • The practice had good facilities and was well equipped to treat patients and meet their needs.

  • 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.

We saw areas of outstanding practice:

  • GPs had developed a significant range of multidisciplinary services to meet the complex needs of the location population that included young people with brain injuries, patients with needs relating to drug addiction and those under child protection orders. An on-call, responsive and individualised service was provided that included patients who lived in protective or sheltered accommodation.

  • Care for patients with safeguarding needs extended beyond the practice’s immediate responsibility. This included proactive working with schools, key workers, social workers and the police. Children at risk, refugees and homeless patients were offered an on-demand service by a team of staff who adapted the electronic patient records system to improve tracking and who undertook regular training with specialist teams to be able to deliver such services safely.

 

History

The Abbey Medical Centre is a NHS general practice which looks after the health of the people of Kilburn, West Hampstead, St John’s Wood, Swiss Cottage and Hampstead.

It was established in 1968 by Dr Lotte Newman and Dr Tony Antoniou at 87-89 Abbey Road in what was the former sales office of the Vulcascot paint factory (the paint factory itself later became the famous Saatchi Art Gallery).

In 2003 the practice moved to temporary premises on the corner of Belsize Road and Abbey Road whilst the original premises were redeveloped. The practice moved back to 85 Abbey Road in 2005.

Ethos

The Abbey Medical Centre aims to provide the best possible medical and psychological care to our patients. We think that providing a personal service is the best way to achieve this and we encourage continuity of care in the doctor-patient relationship.

We take pride in serving the diverse needs of our community and we believe that we have an important part to play in promoting health as well as in treating illness. We recognize that social inequality plays a role in poor health and we aim to address the additional needs of the socially and medically vulnerable, including infants and children, the elderly, the isolated, the disabled and mentally ill and the victims of political, racial, religious and sexual discrimination.

We are a teaching and research practice committed to training medical students, specialist trainees in General Practice and also the ongoing development of all of our team.

Patient Charter

The Abbey Medical Centre aims to provide the best possible medical and psychological care to our patients. We work to a set of principles which we have set out in our patient charter. Our goals are to provide:

  • Efficient, accessible and responsive services at all times
  • Standards of excellence in the delivery of all our services
  • Continuous improvement in what we do

The Charter sets out the standards of patient service you can expect from us when contacting the Abbey Medical Centre by telephone, by letter, by e-mail, through our website, or in person. If you feel that we are falling short of these high standards, please let us know.

Practice Leaflet

Please feel free to download and print out copy of our practice leaflet, which contains important information about The Abbey Medical Centre.

Practice Newsletter

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