The Maitland Clinic

Updated 1 November 2018

We carried out this inspection on 12 September 2018. The inspection team consisted of a lead CQC inspector and a GP Specialist Advisor.

As part of the preparation for the inspection, we reviewed information provided for us by the service. In addition; we reviewed the information we held on our records regarding this provider.

During the inspection we utilised a number of methods to support our judgement of the services provided. For example, we toured the building, interviewed the providers and staff, looked at the clinical systems and patient records and reviewed documents relating to the service.

The Maitland Clinic provides a private hair transplant advice and surgical service to adults.

The service operates from:

The Maitland Clinic1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN.

Patients can also be seen within private consultation offices rented on an ad hoc basis in London. These offices were not inspected during this inspection.

The business has been in operation since 2016. The premises are situated in Portsmouth within a large shared building. There is a shared reception and accessible facilities for any patient with mobility issues. For example, there are ramps and level floor surfaces. There is a shared reception area where patients are met and taken through to a private waiting room. Because of the sensitive nature of the business there are also alternative exits to the rear of the building for additional privacy of the service. The provider does not have overall responsibility for maintaining the building but obtains assurances of maintenance. For example, fire safety, waste management and maintenance.

The service is led by a doctor who has experience in plastic surgery, dermatology, and being an NHS GP partner. The provider has a qualification in the American Board of Hair Restoration surgery. He is also an examiner for this type of surgery. He is supported by a team of five staff; a business partner/lead hair technician, patient advisor, nurse specialist, hair technician and receptionist/administrator. The provider employed additional hair technicians as required.

The clinic operates weekly from 9am to 6pm Monday to Friday.

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 1 November 2018

We carried out an announced comprehensive inspection of The Maitland Clinic on 12 September 2018 to ask the service provider 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.

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

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 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.

This hair transplant service for adults is registered with CQC under the Health and Social Care Act 2008 in respect of the provision of minor surgery and treatment of disease, disorder or injury..

We received 26 Care Quality Commission comment cards. These were all positive regarding the environment, provider, staff, efficiency and effectiveness of service, care delivered and the caring attitude of the provider. Many stated that the service was sensitive, non-pushy, professional, and that the staff took the time to explain the process to them. They found the provider professional and would recommend the service to others.

Our key findings were:

• The hair transplant service was offered on a private, fee paying basis and was accessible to people who chose to use it.
• Procedures were safely managed and there were effective levels of patient support before, during and after the service.
• The service had systems in place to identify, investigate and learn from incidents relating to the safety of patients and staff members.
• There were systems, processes and practices in place to safeguard patients from abuse.
• Information for service users was comprehensive and accessible. Staff had the relevant skills, knowledge and experience to deliver the care and treatment offered by the service.
• The service had processes in place to securely share relevant information with others such as the patient’s GP, pharmacists, NHS organisations and when required, safeguarding bodies and private healthcare facilities.
• The service encouraged and valued feedback from service users via in-house surveys and the website.

There were areas where the provider should make improvements:

• Review how information is gathered during follow up of surgical outcomes for patients to monitor any trends that might arise.