Viavi Limited

Updated 2 January 2023

Viavi Limited is based at 9 Devonshire Place, London, W1G6HP. Information about their services is available on their website: www.viavi.com.

Viavi Limited provides a private health management service, comprising of a comprehensive health screening package whereby a range of tests are undertaken to provide patients (referred to as clients) with a personalised health plan which is then used as the basis for health and lifestyle intervention advice. They also provide a health advocacy service and a medical concierge service.

The service is run by a qualified doctor supported by two health managers, who qualified physiologists and two administrative staff.

Individuals wishing to enrol in the service’s health and lifestyle intervention service initially speak with a member of Viavi’s team on the phone in order for both the patient and the service to decide whether the programme is suitable. Following this, the patient undertakes a consultation with the service’s doctor (either by phone or in person at their offices in Devonshire Place) in order for a full medical history and current lifestyle information to be gathered. Patients then have samples taken, which are sent to various laboratories for testing (patients typically attend an off-site clinic for samples to be taken; however, the service has the facilities and staff available to take blood samples if necessary). Once the results of these tests are received, patients attend Viavi’s centre for a day of consultations with Viavi’s staff (including a GP a health manager), where a personalised action plan is developed for the patient. If the results of a patient’s tests indicate that they require input from a specialist, external consultants will either attend Viavi’s centre to meet with the patient, or a member of Viavi’s staff will accompany the patient to an off-site consultation.

All consultations with the service are by appointment only, arranged at a time to suit the patient.

Our inspection team was led by a CQC lead inspector, with access to a GP specialist adviser.

How we inspected this service

Prior to the inspection, the service provided us with the required pre-inspection information. During the inspection we spoke with staff working for the service, reviewed documents including patient records, and observed the premises.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 2 January 2023

This service is rated as Good overall. (Previous inspection February 2019 – unrated).

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Viavi Limited as part of our inspection programme.

The service was previously inspected in February 2019. Whilst we did not find any breaches of the regulations at that inspection, we told the provider they should review and improve in certain areas, including staff recruitment, infection control, safeguarding, governance, staff training, storage of patient records and prescribing. At this inspection in November 2022 we found some improvements had been made, however some issues remained unresolved.

Viavi Limited provides a private, comprehensive health management service, comprising of a comprehensive health screening package whereby a range of tests are undertaken to provide patients with a personalised health which is then used as the basis for health and lifestyle intervention advice. They also provide a health advocacy service and a medical concierge service.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some general exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At Viavi Limited the services provided which fall into the scope of CQC’s regulation are limited to the carrying-out of venepuncture and physical examinations, the analysis of test results and the prescribing of medicines. The lifestyle intervention advice provided on the basis of test results, health advocacy

service and medical concierge service do not fall within the scope of CQC’s regulation; therefore, we did not inspector report on these services.

Patients we spoke with were positive about their experience of using the service and rated it highly. They told the provider offered a high standard of care which was tailored to their needs. There was some dissatisfaction with the length of wait for some test results but overall the feedback we received about the service was complimentary.

Our key findings were:

• The service was providing generally safe care. However we found concerns around infection control and risk assessment and management.
• The service was providing effective care. The effectiveness and appropriateness of the care provided was reviewed. We saw evidence of quality improvement activity.
• The service was providing caring services.
• Staff treated patients with compassion, kindness, dignity and respect.
• The service was providing responsive care in accordance with the relevant regulations. People were supported to access the service when they wanted to.
• The service was generally well-led. Leaders had the capacity and skills to deliver high-quality, sustainable care. However we found some systems and processes, specifically around risk assessment and management, were not organised or comprehensive.

The areas where the provider must make improvements as they are in breach of regulations are:

• Ensure care and treatment is provided in a safe way to patients.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

• Obtain in writing, as part of a risk assessment around emergency medicines, agreement with a nearby medical service to receive support in the event of a medical emergency.

• Implement planned improvements to the clinical records system to support accessibility and better functionality.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services