Healthshare Ltd

Updated 22 August 2023

Healthshare Ltd is an independent community health service that provides musculoskeletal services to people aged 18 and over. It also offers assessment and treatment for orthopaedic, rheumatology and pain patients. The service treats patients with bone, joint and muscle disorders that do not require surgery as part of their management. Patients can be referred to the service by their NHS GP or can self-refer to the service.

The service consists of 36 physiotherapists and is supported by a team of reception and administration staff. The group governance director and senior operations manager provides managerial oversight.

The registered provider is Healthshare Limited, 20 Churchill Square, Kings Hill, West Malling, ME19 4YU. This location was visited as part of the inspection.

There are 3 sites where regulated activity takes place:

• South Westminster Centre for Health, St Georges House, 82 Vincent Square, London SW1P 2PF. This site was visited as part of the inspection. The service is run from a suite of rooms within the shared premises which are leased with NHS Property Services. The practice comprises of a suite of consultation and treatment rooms, a waiting room and reception/administrative area. This is a main hub site where the provider offers the following services 5 days a week: physiotherapy, orthopaedic, pain and rheumatology.

• St Charles Centre for Health and Wellbeing, Exmoor Street, London, W10 6DZ. This site was visited as part of the inspection. The service is run from a suite of rooms within the shared premises which are leased with NHS Property Services. The practice comprises a suite of consultation and treatment rooms, a waiting room and reception/administrative area. This is a main hub site where the provider offers the following services 5 days a week: physiotherapy, orthopaedic, pain and rheumatology.

• Oaklands Medical Centre, Uxbridge, UB10 9JX. The service is run from a clinic room within the shared premises which is leased directly with the GP practice. The provider offers a persistent pain service to patients 3 days a week. This site was not visited as part of the inspection.

The service is open between 8am to 6.30pm Monday to Friday. The practice offers a range of appointment types including face to face appointments, telephone and video consultations.

How we inspected this service

Prior to the inspection, we reviewed a range of information that we hold about the service and gathered and reviewed information received from the provider.

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 22 August 2023

We carried out an announced comprehensive inspection at Healthshare Ltd on 17, 18 and 19 July 2023, to follow up the breaches of regulations found in our previous inspection in October 2018.

Following our last inspection, we asked the provider to make improvements regarding infection prevention and control, oversight of safety issues, risks and monitoring the progress of actions to address these. We checked these areas as part of this comprehensive inspection and found improvements had been made these had been effectively resolved.

This service is now rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

Our key findings were:

• The service had clear systems to keep people safe and safeguarded from abuse.
• There were systems to assess, monitor and manage risks to patient safety.
• Staff had the information they needed to deliver safe care and treatment to patients.
• The service learned and made improvements when things went wrong.
• The provider had systems to keep clinicians up to date with current evidence-based practice.
• Staff had the skills, knowledge and experience to carry out their roles.
• The service obtained consent to care and treatment in line with legislation and guidance.
• Staff treated patients with kindness, respect and compassion.
• The service organised and delivered services to meet patients’ needs.
• Leaders had the capacity and skills to deliver high-quality, sustainable care.
• The service had a clear vision and credible strategy to deliver high quality care and promote good outcomes for patients.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.
• There were clear and effective processes for managing risks, issues and performance.

This 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. There are some exemptions from regulation by CQC which relate to particular types of regulated activities and services and these are set out in Schedule 1 and Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Healthshare Ltd provides physiotherapy; this service is not within CQC scope of registration therefore we did not inspect or report on these services.

The service has a registered manager. A registered manager is a person who is registered with the CQC 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 CQC to deliver the Regulated Activity of treatment of disease, disorder or injury.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care

Updated 7 January 2019

The provider was not monitoring the risks or outcome of actions to improve the safety and quality of the service, and new procedures were not yet embedded to evidence improvement.

Staff hand hygiene and cleaning procedures were poor. They did provide an effective, caring and responsive service where staff were supported to develop and patients were involved in decisions about their care and treatment.