Nuffield Health London West End Medical Centre

Updated 15 October 2018

Nuffield Health Fitness & Wellbeing West end is part of Nuffield Health a not-for-profit healthcare provider. The clinic located at 39 Queen Anne Street, London, W1G 9AZ provides a variety of health assessments for both corporate and private clients (adults only). The clinic aims to provide a comprehensive picture of an individual’s health, covering key health concerns such as diabetes, heart health, cancer risk and emotional wellbeing. Following the assessment and screening process patients undergo a consultation with a doctor to discuss the findings of the results and discuss any required treatment planning. Patients are provided with a comprehensive report detailing the findings of the assessment. The reports include advice and guidance on how the patient can improve their health and they include information to support patients to live healthier lifestyles. Health assessment clients are also provided with a free 30-day pass for the fitness centre. The clinic can also refer to on-site nutritionists and physiotherapists.

The service is registered with the Care Quality Commission (CQC) under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. For example, physiotherapy and nutritional specialists do not fall within the regulated activities for which the location is registered with CQC.

Appointments are available from Monday to Friday 8am to 6pm.

The service is registered with the CQC to provide the regulated activities of: diagnostic and screening procedures and treatment of disease, disorder and injury.

We carried out this inspection as a part of our comprehensive inspection programme of independent health providers.

Our inspection team was led by a CQC lead inspector, who was supported by a GP specialist advisor.

The inspection was carried out on 28 August 2018. During the visit we:

• Spoke with a range of staff, including the General manager, assistant manager, lead GP and administration staff.
• Reviewed a sample of patient care and treatment records.
• Reviewed comment cards in which patients shared their views and experiences of the service.

We asked for CQC comment cards to be completed by patients prior to the inspection. We received 32 comment cards which were all positive about the standard of care received. Staff were described as very friendly and warm.

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 15 October 2018

We carried out an announced comprehensive inspection on the 28 August 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

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.

Nuffield Health Fitness & Wellbeing is part of Nuffield Health a not-for-profit healthcare provider. The clinic located in 39 Queen Anne Street, London, W1G 9AZ and provides a variety of health assessments for both corporate and private clients offered on a fee-paying basis to adults only.

The service is registered with the Care Quality Commission (CQC) under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. For example, physiotherapy and lifestyle coaching do not fall within the regulated activities for which the location is registered with CQC.

The general 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 feedback from 32 people about the service, including comment cards, all of which were very positive about the service and indicated that clients were treated with kindness and respect. Staff were described as helpful, caring, thorough and professional.

Our key findings were:

• Systems and processes were in place to keep people safe. The registered manager was the lead member of staff for safeguarding and had undertaken adult and child safeguarding training.
• The provider was aware of current evidence based guidance and they had the skills, knowledge and experience to carry out his role.
• The provider was aware of their responsibility to respect people’s diversity and human rights.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• There was a complaints procedure in place and information on how to complain was readily available.
• Governance arrangements were in place. There were clear responsibilities, roles and systems of accountability to support good governance and management.
• 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.