Archived: Cambridge Clear Ear

Updated 22 March 2018

The inspection was carried out on 25 February 2018. Our inspection team was led by a CQC Lead Inspector and was supported by a practice nurse specialist advisor.

We carried out an announced, comprehensive inspection on 25 February 2018 to ask the service the following key questions; Are services safe, effective, caring, responsive, and well-led?

. During our visit we:

• Spoke with staff including the provider who is a local GP, and the specialist nurse.

• Reviewed the personal care or treatment records of patients.

• Reviewed comment cards where patients and members of the public shared their views and experiences of the service.’

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 March 2018

We carried out an announced comprehensive inspection on 25 February 2018 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe?

We found that this service was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this service was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this service was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this service was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this service was providing well-led care in accordance with the relevant regulations.

Background

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of the services it provides.

Mjollnir Medical Limited is an independent provider of aural care services and offers a specialist service of microsuction treatment to people on a pre-bookable appointment basis. Microsuction is treatment to remove wax from patients’ ears.

Mjollnir Medical Limited is registered with the Care Quality Commission to provide services at Cambridge Clear Ear, 47 Norfolk Street, Cambridge CB1 2LD. The clinic is based close to the city centre of Cambridge. The property is a house that has been converted to provide rooms to a number of different practitioners. The accommodation used by Cambridge Clear Ear Clinic consists of a patient waiting room, reception area and two consulting rooms which are located on the ground floor of the property. There is on site car parking. We only inspected the areas used by the provider during this inspection.

The service offers services to patients aged over 18 years old who reside primarily in East Anglia and surrounding areas, however the clinic also see patients who live in other areas of England who require their services.

The provider is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. 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.

As part of our inspection we reviewed 20 of the 70 provider’s questionnaires, collected between April 2016 and February 2018, where patients and members of the public shared their views and experiences of the service; all of the cards were positive about the service experienced. Patients said they were offered an excellent service and staff were helpful, caring and treated them with dignity and respect. Patients reported they received information to help them make informed decisions about their care and treatment. We received one Care Quality Commission comment card, this was positive about the care and service the patient had received.

The provider who is a GP registered with the General Medical Council delivers the service to patients supported by one employed nurse.

The service is open from 8am until 5pm on Sundays.

After treatment, the provider gives each patient treated a direct contact number to call in case of concerns and patients are made aware they can call 111 to access out of hours services. This is detailed on the service website and its patient guide.

Our key findings were:

• Although none had been reported, we were assured there was an effective system in place for reporting and recording significant events.
• Information about services and how to complain was available and easy to understand. Although none had been received, we were assured that the systems and processes in place would ensure that complaints were fully investigated and patients responded to with an apology and full explanation.
• Staff had received a Disclosure and Barring Service (DBS) check.
• Risks to patients were assessed and well managed. We found that the provider had taken mitigating actions where shortfalls in the accommodation could affect patients. For example, the provider brought supplies such as soap and hand towels each Sunday when they were providing services.
• The service held a comprehensive central register of policies and procedures which were in place to govern activity; staff were able to access these policies.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
• Staff had the skills, knowledge, and experience to deliver effective care and treatment.Patients said they were treated with compassion, dignity, and respect and they were involved in their care and decisions about their treatment.
• The service had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The service proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the Duty of Candour.