Archived: Meliora Medical Group Head Office

Updated 1 March 2023

Meliora Medical Group is located at Penhurst House, 352-356 Battersea Park Rd, London SW11 3BY.

Meliora Medical Group Head Office is an independent provider of medical services. They provide a head injury and concussion care service under the brand name Return2Play.

The service websites can be accessed through the following links:

https://www.melioramedicalgroup.co.uk/

https://www.return2play.org.uk/

The service provides care for people who have been noted to have a head injury or concussion. Service users who have suffered a head injury or concussion can book to see a clinician for a remote assessment as many times as is required. The service also provides face to face consultations and physical examinations but mostly provide remote care. The service is not involved with the immediate assessment or management of a head injury. The expert clinicians manage the head injury or concussion once identified to safely return the service user to their life and/or sport with clear and careful documentation throughout. The service also provides educational resources and training for staff, complete head injury policies and documentation via their online platform, and injury data analysis and reporting. The service contracts approximately 50 doctors (30 regular doctors) on a rota system and offer approximately 450 appointments each week.

The services’ head office is not open to the public. Phonelines are open between 8am-6pm Monday to Friday with email support available outside of these times between 6pm-10pm and 8am-6pm on weekends. Clinical services are provided between 07.30am-9.30pm on weekdays and 8am-7pm on weekends.

How we inspected this service

Before visiting, we reviewed a range of information we hold about the service and asked them to send us some pre-inspection information which we reviewed.

During our inspection we:

• Spoke with the head of medical services both face to face and remotely through video conferencing.
• Spoke with staff (Chief Operating Officer)
• Reviewed files, practice policies and procedures and other records concerned with running the service.
• Reviewed a sample of service user records.
• Looked at information the service used to deliver care and treatment plans.

To get to the heart of service users’ 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 March 2023

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 of Meliora Medical Group Head Office on 23 January 2023. Meliora Medical Group first registered with CQC in March 2021. This was the first CQC inspection of this location under the current CQC inspection methodology.

The registered manager is the partner and head of medical services for the company. 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.

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. Therefore, we did not inspect or report on these services. There are some exemptions from regulation by CQC which relate to particular types of regulated activities and services and these are set out in Schedule 1 and Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Our key findings were:

• The service provided care in a way that kept service users safe and protected them from avoidable harm.
• Service users received effective care and treatment that met their needs.
• Staff dealt with service users with kindness and respect and involved them in decisions about their care.
• The service organised and delivered services to meet service users’ needs. Service users could access care and treatment in a timely way.
• The way the service was led and managed promoted the delivery of high-quality, person-centre care.

The areas where the provider should make improvements are:

• Review how safeguarding concerns are recorded and develop systems to be informed when a child is subject to safeguarding processes.
• Review service user feedback to consider if any need to be recorded as a complaint.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

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