Medloop

We rated this service as Requires improvement overall. This is the first inspection of this service.

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Requires improvement

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Requires improvement

We carried out an announced comprehensive inspection at Medloop on 19 September and 28 September 2023 as part of our inspection programme. This service first registered by CQC on 19 April 2022 and are registered for the regulated activities, diagnostic and screening procedures, maternity and midwifery services, treatment of disease, disorder and injury and transport services, triage and medical advice provided remotely.

The service is a digital health provider who provide a remote overspill service for NHS GP practices using a remote clinical workforce. The service provides a doctor and Allied Health Professional (AHP) service at both practice level and Primary Care Network (PCN) level and are currently located within 3 Integrated Care Systems (ICS) across the country. The service provides care and treatment to approximately 120,000 patients in total and provides approximately 1200 appointments per week. They also provide a PCN level minor ailments hub which is located in Hertfordshire.

The registered manager is the chief medical officer (CMO) 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. The chief executive officer (CEO) is the nominated individual for the company.

At this inspection we found:

• The service did not routinely review the effectiveness and appropriateness of the care it provided.
• The service did not routinely use information about patients’ outcomes to make improvements.
• The service did not take part in quality improvement activity, for example clinical audits or prescribing trends. They did undertake quarterly reviews of consultations.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients could access care and treatment from the service within an appropriate timescale for their needs.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider must make improvements as they are in breach of regulations are:

• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

• Establish regular, documented supervision and 121 meetings with staff to identify any issues that need addressing.
• Continue to take action to collect patient feedback specifically regarding the services offered in order to identify trends and make improvements.
• Ensure information on how to make a complaint is available on the services’ website.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health and Care