Superdrug Stores plc

This service is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

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 Superdrug Stores plc on 08 May 2019 as part of our inspection programme. As part of this inspection we visited the following branches of Superdrug Health Clinics:

• York (North Region): Visited on 16 May 2019
• Metro Centre Gateshead (North Region): Visited on 22 May 2019
• Sheffield Meadowhall (Midlands Region): Visited on 14 May 2019
• Manchester Oxford Street (Midlands Region): Visited on 13 May 2019
• Streatham (London Region): Visited on 8 May 2019
• Balham (London Region): Visited on 8 May 2019
• Hounslow (London Region): Visited on 16 May 2019
• Epsom (South Region): Visited on 15 May 2019
• Chichester (South Region): Visited on 14 May 2019

The service provides vaccinations for travel, occupational health, general health, and blood pressure monitoring, phlebotomy and HIV Insti Test.

The national nurse 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.

We received 204 Care Quality Commission comments cards from patients; all were positive about the service experienced. Many patients reported that the service provided high quality care.

Our key findings were :

• The service had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The service had systems in place to safeguard children and vulnerable adults from abuse and staff we spoke with knew how to identify and report safeguarding concerns. All staff had received safeguarding training relevant to their role.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff we spoke to were aware of current evidence-based guidelines and they had the skills, knowledge and experience to carry out their roles.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Consent procedures were in line with legal requirements.
• Systems were in place to protect personal information about patients.
• The service proactively gathered feedback from patients.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Review service procedures to ensure staff receive regular update training for infection prevention and control and fire safety and staff receive Mental Capacity Act training.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care