We carried out an announced comprehensive inspection on 18 February 2016 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?
Our findings were:
Are services safe?
We found that this service was providing safe care in accordance with the relevant regulations
Are services effective?
We found that this service was providing effective care in accordance with the relevant regulations
Are services caring?
We found that this service was providing caring services in accordance with the relevant regulations
Are services responsive?
We found that this service was providing responsive care in accordance with the relevant regulations
Are services well-led?
We found that this service was providing well-led care in accordance with the relevant regulations
Background
The samedaydoctor Manchester clinic operates a private GP and medical service to patients of all ages in Manchester city centre. The Samedaydoctor group has a number of clinics and its headquarters in London. The Samedaydoctor management team, including the Chief Medical Officer, provides clinical and business leadership and is responsible for all aspects of governance for all the clinics including the Manchester clinic. There are between 500 and 1000 patients currently registered with the Manchester clinic. The clinic manager told us a significant number of appointments were one-off consultations including patients from foreign countries who require medical assistance whilst visiting the UK from abroad and are often privately funded by travel or medical insurance companies. The clinic also specialises in travel vaccinations and sexual health services. Same day appointments and pre-booked appointments are available. The service is open Monday to Friday from 8.00am to 6pm and from 10.00am to1.00pm on Saturdays. There is no out-of-hours provision or agreement with external providers.
The clinic has a doctor’s consultation room, a clinic room, a waiting and reception area and an administration office. The clinic is based on the first floor of shared premises and is accessible by stairs or a lift.
A GP is on duty at the clinic each day and is supported by an administrator and the clinic manager. The medical team consists of six GPs, each of whom has a contract with Samedaydoctor as an independent contractor to work one day per week in the clinic. All the GPs also undertake NHS work with other providers. An advanced nurse practitioner provides additional support as required.
We reviewed 20 Care Quality Commission (CQC) comment cards that had been left for patients to complete, prior to our visit, about the services provided. All comments were very positive about the help they received and the manner in which they were treated. Patients attending the clinic on the day of the inspection did not request to speak with the inspector.
The clinic manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Our key findings were:
- There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events, incidents and accidents.
- Patients reported they were treated with dignity and respect and they were involved in their care and decisions about their treatment.
- Information about services and how to complain was easily available to patients
- Services were provided from modern, well equipped and well maintained premises in line with patient needs.
- There were systems in place to check all equipment had been serviced regularly.
- Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
- Staff maintained the necessary skills and competence to support the needs of patients.
- Staff were up to date with current guidelines and were supported by an accessible and visible leadership team within the Samedaydoctor group.
- Risks to patients were well managed for example, there were effective systems in place to reduce the risk and spread of infection.
- The provider was aware of, and complied with, the requirements of the Duty of Candour.
- There was a clear leadership structure and staff felt supported by management. The clinic proactively sought feedback from patients, which it acted on.