Harley Street Healthcare - Gray's Inn Road

Updated 19 July 2022

We previously inspected this service using our comprehensive inspection methodology on 14 and 15 September 2021.

During that inspection, we identified numerous concerns as a result of which, on 21 September 2021, we served an urgent notice under section 31 of the Health and Social Care Act 2008, resulting in suspension of the provider’s registration in respect of the regulated activities carried out. We suspended the provider’s registration for a period of four weeks.

We re-inspected the service on 19 October 2021 to review the improvements made by the provider in specific areas of concern identified in the notice.

As it was a follow up focused inspection, reviewing actions taken in response to previously identified specific areas of concerns, on that occasion we did not re-rate the service. Due to the suspension, at the time of the inspection, the service was not operational. That meant we were unable to assess the impact of the improvements made by the provider on patients and the practical service delivery.

On this occasion we returned to conduct a comprehensive inspection of all aspects of the service and base our ratings upon our findings.

You can find information about how we carry out our inspections on our website: https://www.cqc.org.uk/what-we-do/how-we-do-our-job/what-we-do-inspection.

The key questions we asked during this inspection were, was it safe, effective, responsive and well-led.

Updated 19 July 2022

Harley Street Healthcare Limited is operated by Harley Street Healthcare Limited. The service was registered by CQC on 26 March 2021. The service provides day case surgical hair transplant procedures to private patients over the age of 18. The service provided hair transplants using the follicular unit extraction (FUE) method. All procedures were undertaken using local anaesthesia. We inspected this service using our comprehensive inspection methodology.

We carried out an announced inspection on 12 May 2022, at the Gray’s Inn Road, London location. During the inspection we visited reception areas, waiting areas, treatment rooms, consultation rooms and a decontamination room. We spoke with four senior staff members, including the registered manager. We also spoke with a surgeon, two technical assistants and a patient. Following the inspection, we spoke with a further four patients.

The service is registered to provide the following regulated activities:

• Surgical Procedures

• Diagnostic and screening procedures

• Treatment of disease, disorder and injury

There has been a registered manager in post since the service registered with CQC.

Updated 19 July 2022

Our rating of this service improved. We rated it as good because:

• Practices around consent and records were actively monitored and reviewed to improve how people were involved in making decisions about their care and treatment.
• The service was tailored to meet the needs of individual people and was delivered in a way to ensure flexibility, choice and continuity of care.
• The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care. All staff engaged in activities to monitor and improve quality and outcomes. Outcomes for people who used the service were positive and consistent.
• Governance arrangements had been developed and demonstrated commitment to best practice performance and risk management. The organisation ensured staff had the skills and knowledge to use those systems and processes effectively. Problems were identified and addressed quickly and openly.
• There was an embedded and systematic approach to improvement. Improvement methods and skills were available and used across the organisation, and staff were empowered to lead and deliver change.
• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions.
• Staff understood the service’s vision and values, they felt respected, supported and valued. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.