HCA Healthcare UK Golders Green Outpatients

Updated 17 November 2021

HCA Healthcare UK Outpatients & Diagnostics Centre at Golders Green is operated by Wellington Diagnostic Services LLP. The centre was opened in 2007; it offers private outpatients’ consultations, diagnostic tests and treatment for people of all ages including children. The centre was established to serve private patients with diagnostic and screening facilities.

Patients are offered fast and convenient access to a wide range of services ensuring timely diagnosis and management. The centre uses diagnostic imaging technology, including Computerised Tomography (CT), Magnetic Resonance Imaging (MRI), a Bone Densitometry (DEXA) scanner, X-ray, ultrasound and specialist cardiac screening, pathology. It also undertakes minor procedures and most of these procedures are accommodated on the same day.

Outpatient services are led by consultants, with nursing support, and delivered from a dedicated unit with 22 consulting rooms, a scanning suite and a physiotherapy gym. Sixteen clinical specialties are provided at the service.

The main service provided by the centre was diagnostic imaging. Where our findings on outpatients – for example, management arrangements – also apply to other services, we do not repeat the information but cross-refer to the diagnostic imaging service.

Updated 17 November 2021

Our rating of this location improved. We rated it as outstanding because:

• 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. The service managed safety incidents well and learnt lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care to patients and monitored their pain. Managers monitored the effectiveness of the service and made sure staff were competent. 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. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of people who use the service, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and there was no waiting time for a diagnostic procedure.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and managed services and all staff were committed to improving services continually.

However:

• Chemicals and cleaning products were not always stored securely.
• Mobile equipment was not always cleaned thoroughly before being labelled as ready for use.

Updated 17 November 2021

We did not rate this service.

• The service had enough staff to care for children and young people and keep them safe.
• Staff had training in key skills, understood how to protect children and young people from abuse, and managed safety well.
• Staff assessed risks to children and young people, acted on them and kept good care records.
• Staff worked well together for the benefit of children and young people, advised them and their families on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• Staff treated children and young people with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to children and young people, families and carers.
• The service planned care to meet the needs of local people, took account of children and young people’s individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.

Children and young people are a small proportion of the services activity. The main services were diagnostic imaging and outpatients. At the time of our inspection the service had combined outpatients and children and young people services into the same department. The range of care and treatment remained the same. Where arrangements were the same, we have reported findings in the diagnostic imaging and outpatients’ section.

Updated 17 November 2021

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

• The service provided mandatory training in key skills to all staff and made sure everyone completed it.
• Staff understood how to protect patients from abuse and the service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.
• The service controlled infection risk well. Staff used equipment and control measures to protect patients, themselves and others from infection. They kept equipment and the premises visibly clean.
• Doctors, nurses and other healthcare professionals worked together as a team to benefit patients. They supported each other to provide good care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs.
• The service was inclusive and took account of patients’ individual needs and preferences. Staff made reasonable adjustments to help patients access services.
• Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff. They supported staff to develop their skills and take on more senior roles.

Updated 17 November 2021

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

• The service managed clinical safety well and followed best practice with respect to safeguarding.
• Staff engaged in clinical audit to evaluate the quality of care they provided. Care and treatment were benchmarked against guidance and policy from appropriate specialist organisations. Consultants worked extensively to ensure care delivered was evidence based.
• The team included or had access to the full range of specialists required to meet the needs of patients. Managers ensured that these staff received training, supervision and appraisal. The team worked well together as a multidisciplinary team and sought external input and collaboration across the sector.
• Staff understood and discharged their roles and responsibilities under the Mental Health Act 1983 and the Mental Capacity Act 2005. Staff had a demonstrable focus on supporting people with poor mental health to access care and treatment.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and understood their individual needs. They involved patients and families and carers in care decisions.
• Staff exhaustively tailored services to the needs to the people who use the service. This included adapting opening hours, clinic times and service delivery to meet the cultural and religious needs of patients and their families. Staff had gone to great lengths to ensure care and treatment were safe and culturally appropriate.
• The service was well led, and the clearly embedded, well-developed governance processes ensured that department procedures ran smoothly.

However:

• Chemicals and cleaning products were not always stored securely.
• Mobile equipment was not always cleaned thoroughly before being labelled as ready for use.