New Malden Diagnostic Centre

We had not previously rated this location under the current provider. We rated it as requires improvement because:

• The provider’s practising privileges policy did not set out what mandatory training was required by consultants.
• The service did not always manage infection risks well. There were no checklists to indicate when the patient toilets had last been cleaned and not all staff were bare below the below.
• Consultants held their own records which other staff could not access. The service was unable to demonstrate how they assessed and managed individual risks.
• The design, maintenance and use of facilities, premises and equipment did not always keep people safe. At the time of our inspection, not all electrical equipment had up to date safety tests.
• Staff did not use a recognised tool to identify deteriorating patients. Staff did not use the World Health Organisation safer surgery checklist when undertaking minor procedures.
• The service did not have a comprehensive programme of clinical audits to monitor the effectiveness of care and treatment.
• Leaders did not always operate effective governance processes. They did not use systems to manage performance effectively.

However:

• The service had enough staff to care for patients and keep them safe.
• Staff worked well together for the benefit of patients. Key services were available to suit patients' needs.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care.