London Aesthetics and Regenerative Centre Also known as Revitalise London

Updated 8 December 2023

London Aesthetics and Regenerative Centre Ltd (the service), which trades under the name Revitalise London, operates a clinic at 96 Harley Street, London W1G 7HY, premises it shares with other businesses.

The service was registered by the Care Quality Commission (CQC) in May 2022 to provide the regulated activities Treatment of disease, disorder or injury, Surgical procedures and Services in slimming clinics.

It provides a range of procedures and treatments, some of which are outside the scope of CQC regulation. Those which do fall within scope include surgical removal of moles and warts, skin cancers checks and Gynecomastia (male breast tissue) treatment. Staff told us on average up to 20 patients were seen daily in relation to activities regulated by the CQC. Although it is registered to provide the regulated activity Services in slimming clinics, it does not currently prescribe slimming-related medicines. Full details of the procedures and treatments available can be found on the service website - www.revitaliselondon.co.uk The services are provided only to people aged over-18 years.

Consultation appointments can be booked online or by telephone. They are available all week, between 10:00 am and 8:00 pm Monday to Friday and from 10:00 am to 7:00 pm on Saturday and Sunday.

The service is operated by a team comprising the provider company’s director, two contracted doctors, a service manager, four healthcare assistants, a patient co-ordinator and a call handler.

How we inspected this service

We reviewed evidence submitted by the provider and carried out a site visit, interviewing various members of staff. These included the service’s company director, its lead doctor, the service manager (who was the service’s nominated individual) and healthcare assistants. It is a requirement of regulation 6 of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014 that registered providers which are companies have a nominated individual who is responsible for supervising the management of the carrying on of regulated activities by the company.

We carried out a review of a random selection of patients’ care records. We looked at a verified feedback and review website.

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 8 December 2023

This service is rated as Requires improvement overall.

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

As part of our inspection programme, we carried out an announced comprehensive inspection of London Aesthetics and Regenerative Centre, which trades as Revitalise London (the service), on 25 October 2023. It was the first inspection of the service which was registered by the Care Quality Commission (CQC) on 4 May 2022.

The service provides a range of procedures relating to dermatology, body, hair and facial treatments. It is registered by the CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the procedures it provides. There are some exemptions from regulation by CQC which relate to particular types of activities and services, which are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The service provides various non-surgical cosmetic interventions which are not within CQC scope of registration. Therefore, we did not inspect nor report on those procedures.

The service did not currently have a registered manager, the previous one having left a few months prior to our inspection. An application process to replace them has commenced. A registered manager is a person who is registered by 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.

No patients were present on the day of our inspection, but we reviewed feedback they had given on a verified review website.

Our key findings were:

• There is limited assurance about safety. We were not shown evidence that all staff had received appropriate training covering their roles and responsibilities and safety aspects of the service, including for example lead roles in relation to safeguarding and infection prevention and control. There were issues relating to emergency drugs and equipment.
• People are at risk of not receiving effective care or treatment. People’s outcomes were not always monitored regularly or robustly. The service did not undertake formal clinical auditing or peer reviews to monitor and improve care and treatment. We were not shown complete training records for all staff members to evidence they had the skills, knowledge and experience to carry out their roles.
• People are supported, treated with dignity and respect and are involved as partners in their care.
• People’s needs are met through the way services are organised and delivered.
• The leadership, governance and culture do not always support the delivery of high-quality person-centred care. The arrangements for governance and performance management do not always operate effectively. There was limited oversight of governance arrangements and performance. Policy documents had not been sufficiently reviewed and amended to be appropriate and specific to the service; some contained discrepancies and errors. We could not establish if all risks were dealt with appropriately or in a timely way.

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

• It must ensure care and treatment is provided in a safe way to patients.
• It must 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).

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services