Archived: MyHealthcare Clinic - Wandsworth

Updated 14 March 2018

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.

The 9 January 2018 inspection was led by a CQC inspector with a GP specialist advisor and a practice manager specialist adviser. Our 15 January 2018 inspection was led by a CQC inspector with a CQC dental services inspector and a dentist specialist advisor.

MyHealthcare Clinic Ltd provides private dental and general practice services from purpose built premises at MyHealthcare Clinic, 10 Commodore House, Juniper Drive, London SW18 1TW. Clinic services are available to any fee paying patient. Services can be accessed through an individual, joint or family membership plan or on a pay per use basis.

The premises consist of a ground floor, level access patient reception and waiting area, GP consultation rooms, nurse treatment room and dental services treatment rooms. There are also storage and maintenance areas, staff administrative offices and accessible facilities with baby change equipment.

The service has one clinical and one non-clinical director. The GP service staff includes a lead GP, four other GPs and one practice nurse. The dental service staff includes a lead dentist, five other dentists, two orthodontists, one orthodontic therapist, two dental hygienists and four dental nurses. The services are supported by a reception manager and three reception and administrative staff. Those staff who are required to register with a professional body were registered with a licence to practice.

The service operates from 8am to 8pm on a Monday, Tuesday and Wednesday, 8am to 6pm on a Thursday and Friday and from 10am to 4pm on a Saturday. The clinic does not offer out of hours services.

The service lead GP 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. The service is registered with the Care Quality Commission (CQC) to provide the regulated activities diagnostic and screening procedures, surgical procedures and treatment of disease, disorder or injury.

Before visiting, we reviewed a range of information we hold about the service and asked other organisations to share what they knew. During our visit we:

• Spoke with a range of clinical and non-clinical staff including the lead GP, the nurse, dental lead, dentists, the reception manager and administrative staff.
• Reviewed an anonymised sample of the personal care or treatment records of patients.
• Reviewed service policies, procedures and other relevant documentation.
• Inspected the premises and equipment in use.
• Spoke to service users about their experiences.

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 14 March 2018

We carried out an announced comprehensive inspection on 9 January 2018 and 15 January 2018 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

As part of our inspection we asked for CQC comment cards to be completed by patients prior to our inspection. We received 21 comment cards which were all positive about the standard of care received across all of the services offered. We spoke with three patients during the inspection whose views also reflected positive experiences of using the services.

Our key findings were:

• The provider had a vision to deliver high quality care for patients.
• There were systems and processes in place for reporting and recording significant events and sharing lessons to make sure action could be taken to improve safety in the service.
• The service had clearly defined systems, processes and practices to minimise risks to patient safety.
• The service had adequate arrangements to respond to emergencies and major incidents.
• Staff were aware of and used current evidence based guidance relevant to their area of expertise to provide effective care.
• Staff had the skills and knowledge to deliver effective care and treatment.
• Staff sought and recorded patients’ consent to care and treatment in line with legislation and guidance.
• The service had systems and processes in place to ensure that patients were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment.
• The service had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management.
• The service had systems in place to collect and analyse feedback from patients.
• Governance systems required improvement to ensure audits were undertaken regularly and were used to drive improvements.

There were areas where the provider could make improvements and should:

• Review the service’s audit protocols to ensure audits of various aspects of the service, such as radiography, clinical treatment effectiveness and infection prevention and control are undertaken at regular intervals to help improve the quality of service provided. The service should also ensure that where appropriate audits have documented learning points and the resulting improvements can be demonstrated.
• Review the service’s protocols for recording in the patients’ dental care records or elsewhere the reason for taking the radiograph, the reporting and quality of the radiograph giving due regard to the Ionising Radiation (Medical Exposure) Regulations (IR(ME)R) 2000.
• Review the protocols and procedures for use of X-ray equipment taking into account Guidance Notes for Dental Practitioners on the Safe Use of X-ray Equipment.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice