'Inadequate' medical centre in special measures

The centre was inspected from 6 July until 9 August after concerns from whistleblowers

A medical centre has been put in special measures after a watchdog rated it "inadequate".

Lanchester Medical Centre in County Durham received the grading after a Care Quality Commission (CQC) inspection between July and August.

Inspectors, who carried out the probe following concerns from whistleblowers and people using the practice, found "serious leadership failings" which the CQC said put people at risk.

North East and North Cumbria Integrated Care Board (ICB) said "urgent and immediate steps" had been taken to stabilise the practice.

The centre, which provides services to about 4,100 people, was subcontracted to South Durham Health Community Interest Company following the inspection to ensure improvements are made.

Inspectors found there were not enough "qualified, skilled and experienced staff" to deliver safe care and treatment to people.

Their report said there were issues with accessing appointments and delays with processing test results and hospital letters.

It said there were reports of "extended periods" when no GP was physically present at the practice, or arrived late.

People were also contacted late at night with their results, which caused stress to elderly patients.

Dr Neil O'Brien, medical director for the North East and North Cumbria ICB, said: "We acknowledge the CQC's report and are determined to ensure that the practice rebuilds the confidence of its patients following what has been a difficult and unsettling time.

"Following the publication of the CQC's report, we will continue to work with them, South Durham CIC and the provider to ensure that the recommendations outlined in the report are implemented."

'Toxic culture'

Victoria Marsden, CQC deputy director of operations in the north, said inspectors found "serious leadership failings that jeopardised people's safety".

Ms Marsden said staff were also afraid to raise concerns about people's safety as they felt leaders were unapproachable.

"Some had experienced bullying, whilst others said colleagues had been threatened when they tried to speak up," she said.

"This created a toxic culture where serious safety issues could go without being addressed."

Ms Marsden added it was "concerning" leaders did not have effective systems and processes to manage medicines safely, monitor long-term conditions or deal with test results appropriately.

"This meant people were at risk of harm as they could be given the wrong medication or miss important follow-up care due to their results not being managed properly," she said.

'Friendly' staff

Systems to investigate complaints and lack of support for staff were also criticised.

However, Marsden added inspectors received some positive feedback from people who said staff were "friendly and helpful".

The CQC has imposed "urgent conditions" on the centre's registration, which include providing an action plan and monthly updates on improvements.

The watchdog has also imposed a condition preventing Dr Harpreet Singh Kalra, who used to run the centre, from carrying out services there until 14 November.