Graham Road Surgery and Horizon Health Centre must make improvements in order to meet legal requirements, says CQC

The Care Quality Commission undertook the inspection of Graham Road 'in response to intelligence to suggest there was emerging risk at this practice', which included patient feedback and reports from Healthwatch North Somerset.
A man reading a leaflet in a waiting room

Both sites, which are located in Weston, are run by Pier Health Group Limited. They were inspected by the CQC, the independent health and social care regulator in England, in August 2021.

Each site was assessed in five areas: whether they are safe, effective, caring, responsive to people's needs, and well-led.

Graham Road and Horizon received the same overall rating of requires improvement, but Graham Road received the lowest possible rating, inadequate, for its 'effective' rating. Whether or not a service is effective depends on whether the care, treatment, and support it offers achieves good outcomes, helps people maintain quality of life, and is based on the best available evidence.

Inadequate is described on the CQC website as meaning, 'the service is performing badly and we've taken action against the person or organisation that runs it.'

Graham Road:
Safe: requires improvement
Effective: inadequate
Caring: requires improvement
Responsive: requires improvement
Well-led: requires improvement

Horizon:
Safe: requires improvement
Effective: requires improvement
Caring: good (carried forward from November 2019 inspection)
Responsive: good (carried forward from November 2019 inspection)
Well-led: requires improvement

There were two breaches of regulations at each site. At Graham Road Surgery, it was found that there were insufficient levels of staff to deliver services safe and effectively, and that they had insufficient resources to manage Ask My GP and the telephone system.

The surgery also had a backlog of patient notes that needed summarising (1333 notes outstanding), not all patients with health conditions or on certain medicines were receiving the level of monitoring required, and there was no up-to-date fire risk assessment.

At Horizon Health Centre, it was found that not all patients with health conditions or on certain medicines were receiving the level of monitoring required, the centre's performance was below local and national averages for many indicators, and relevant information was not always kept up-to-date, such as when medication reviews were due.

...progress is not happening quickly enough, and the safety and care of patients is still way below standard. We want to hear about change, not excuses - long term solutions must be found.
— Healthwatch North Somerset

Our response:

"Over some years Healthwatch has supported those in leadership to bring about improvements under what we know are challenging circumstances. But clearly, progress is not happening quickly enough, and the safety and care of patients is still way below standard."

"We want to hear about change, not excuses - long term solutions must be found. We thank the people of Central Ward who continue to tell us about their experiences so that we can monitor progress."

The CQC have said they will continue to monitor both Graham Road and Horizon, and will return for another inspection within 12 months, to allow time for the required improvements to be made. If the CQC is made aware of any further information of concern, they will engage with Pier Health and may return early for a further inspection.

Your feedback helped make us aware of and allowed us to escalate patient concerns regarding Graham Road Surgery and Horizon Health Centre. If you would like to share your experience with us, click the pink 'Talk to us' button below.

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