The Care Quality Commission
  • Hospital
  • Independent hospital

Archived: Whelby House

33 London Road, Old Harlow, Essex, CM17 0DA (01279) 442602

Provided and run by:
Whelby Limited

All Inspections

27 February 2014

During a routine inspection

We spoke by telephone with two people who had recently used the service. They confirmed they were given information that helped them to make decisions and to consent to their treatment. They told us they were satisfied with the treatment they had received and that it met their needs.

One person said, 'The consultant went to a lot of trouble to explain everything before I signed the consent to treatment. The staff at the clinic were very good; nice, helpful and friendly. It is an excellent service as far as I am concerned.' The other person said, 'The consultant was at pains to explain that this may not completely fix my problem but that it was the best first step. I was given information leaflets. The place was exceptional and the staff were very professional.'

People told us they were satisfied with the treatment they received at the service. One person said, 'It is a very good clinic. I have had experience of other places and this place was exceptional. I would recommend it to anyone. It is great.'

People who use the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Effective recruitment processes were in place.

A complaints procedure was available.

5 March 2013

During a routine inspection

People were provided with sufficient information prior to receiving any treatment, and people's views and wishes regarding their treatment were listened to and respected. One person who used the service told us that, "I was really nervous about having the surgery, but I spoke to my doctor, and the people at Whelby were happy to assess me for a general anaesthetic instead, which is what I really wanted.'

People received a medical assessment prior to treatment, and a treatment plan was developed by a suitably qualified doctor. We saw that people received sufficient care and were provided with a discharge plan and follow up information. One person who used the service told us that, "After my surgery on my foot, I received information about how to use my crutches, and what to do or not do after my treatment."

The location was clean, and welcoming, and equipment was sterilised in line with relevant guidelines. New sterilising equipment had been purchased the previous year, and staff had all received relevant training for infection control.

Staff were inducted and received ongoing professional development which was relevant to their role. Staff were provided with support from their line manager, however we noted that annual performance reviews were unclear and required updating.

We saw that the provider responded appropriately to patient feedback and we saw from records that the provider had systems in place to review their own practise.