A doctors' practice which is understaffed and overrun has been judged inadequate and placed into special measures by the health watchdog.

Red Suite, based out of the Healthy Living Centre in Balmoral Gardens, Gillingham, was inspected by the Care Quality Commission.

It is failing on how well it cares for people with long term conditions, and much of that is due to a lack of staff.

Today it was revealed it requires improvement for safety and is inadequate for effectiveness and leadership.

Prof Stephen Field, CQC chief inspector, found staff had not being appropriately checked when they were employed, training had fallen by the wayside and there were concerns over infection control.

While the practice was found to be generally clean and tidy, an audit had not been undertaken in a last year to identify any risks and not all staff had been trained in preventing infections from spreading.

Patient outcomes were also found to be way below average.

“There had been staffing difficulties... We were also told that the data entered into the data-base may not be accurate as there was a general lack of understanding in using the system. The practice was unable to provide assurance that they were meeting and supporting the on-going health care needs of patients.” - Professor Steve Field

The Quality Outcomes Framework (QOF) is a voluntary scheme for GP practices, which financially rewards those effectively managing some of the most common long-term conditions such as diabetes or mental health.

The national average achievement rate is 94% for this - Red Suite’s was 40%.

Prof Field said: “There had been staffing difficulties in managing the QOF process for some time. We were also told that the data entered into the data-base may not be accurate as there was a general lack of understanding in using the system. The practice was unable to provide assurance that they were meeting and supporting the on-going health care needs of patients, particularly those with long-term/complex conditions.”

The surgery cares for more than 5,000 patients but trying to get through to the practice and book an appointment can be incredibly difficult, with three week waits to see a nurse.

The management acknowledged there were staff shortages in both clinical and administrative areas, but nothing had been done to determine the number of staff needed to meet the needs of patients.

Some staff were also unclear about their roles and responsibilities for administrative tasks.
The caring side of the service was good, and patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment.

To improve the surgery must ensure all necessary employment checks for staff; better audit and monitor the quality and safety of the services provided, staff training and infection control; including systems to demonstrate how patients’ health care needs are managed; employ sufficient numbers of suitably qualified staff.

Ruth Rankine, deputy chief inspector of general practice for the south, said: “We know that Red Suite has acknowledged the areas where action must be taken. We have found significant areas of concern, which is why we are placing the practice into special measures - opening the way to support from NHS England.

“We will continue to monitor this practice and we will inspect again in six months to check whether improvements have been made.”