The London Road Clinic

Updated 26 October 2021

The London Road Clinic Limited is registered with the Care Quality Commission to provide services from 96 London Road, Leicester, LE2 0QS.

The provider, The London Road Clinic Limited, is registered with the CQC to carry out the regulated activities of treatment of disease, disorder or injury, surgical procedures and diagnostic and screening procedures from the location.

The London Road Clinic provides care for ear, nose, throat and balance related disease, disorders or injuries. Clinical staff also work within the local NHS and private hospitals.

Patients are seen on an appointment basis Monday to Friday 09:00 – 17:00 with late opening until 21:00 on Wednesdays for elective care not emergency care.

The main workforce consists of four consultant Ear, Nose and Throat (ENT) surgeons, two nurses, audiologists, clinical assistants, administrative staff and the clinic manager. The service is located close to Leicester Railway Station and is located on bus routes. Patient treatment rooms are on the ground and first floor and there is an accessible disabled toilet and baby changing facilities available. There are some parking spaces available by prior arrangement.

How we inspected this service

Before visiting we reviewed a range of information we hold about the service and information which was provided by the provider prior to the inspection taking place.

During the inspection:

• we spoke with staff
• reviewed key documents which support the governance and delivery of the service
• made observations about the areas the service was delivered from

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 26 October 2021

This service is 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

We carried out an announced comprehensive inspection at The London Road Clinic as part of our inspection programme. This was the first inspection of The London Road Clinic.

The London Road Clinic provides care for ear, nose, throat and balance related disorders.

The clinic 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.

90 people provided feedback about the service during our inspection. Almost all patients were very positive regarding the standard of care they received from staff at the service.

Our key findings were:

• The service provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Staff treated patients with kindness and respect and involved them in decisions about their care.
• The practice organised services to meet patients’ needs. Patients could access care and treatment in a timely way. This had continued during the Covid-19 pandemic.
• Effective systems and processes were in place to ensure good governance in accordance with the fundamental standards of care.

The areas where the provider should make improvements are:

• Implement regular prescribing audits.
• Undertake regular monitoring of the reporting of near misses.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care