Archived: Wrightway Health Limited

Updated 3 June 2019

• The provider of this service is Wrightway Health Limited.

• Wrightway Health Limited is based at West Site, Norwich Research Park, Norwich, NR4 7UA. The clinic is based close to the city centre on a research park in Norwich. The provider also uses clinic rooms in Great Yarmouth, Cambridge, Bury St Edmunds and Ipswich.

• The website address is: www.wrightwayhealth.co.uk
• Wrightway Health Ltd is an independent provider of occupational health services (including travel vaccinations) and also offers a range of specialist services and treatments that are not within the scope of CQC to inspect, such as first aid coaching and fit mask testing (mask fitting for people with jobs which may cause respiratory complications) to people on a pre-bookable appointment basis.
• The provider employs seven doctors; one doctor is also the Director of the company and is responsible for the overall management of the clinics. In addition, there are two nurses and 12 occupational health technicians. The clinical team are supported by a team of administration and management staff. The provider had recently employed an operations manager, a training and development manager and an information security manager to further enhance the team.
• Hours of opening are: 8am until 5pm Monday to Friday.

Before visiting, we reviewed a range of information we hold about the service and asked them to send us some pre-inspection information which we reviewed.

During our visit we:

• Spoke with a range of staff from the service including the registered manager, the members of the executive board, a technician and reception staff.
• Reviewed a sample of treatment records.
• Reviewed comment cards where clients had shared their views and experiences of the service.
• Looked at information the service used to deliver care and treatment plans.

To get to the heart of clients’ 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 3 June 2019

This service is rated as Good overall. (Previous inspection March 2018- rated as meeting the requirements for all domains).

We inspected Wrightway Health Limited in October 2017 and found the provider was not providing safe services. We found there were breaches of regulation 17 (good governance). At our last inspection in March 2018, we followed up on this breach of regulation and found the provider had met the requirements and the issues had been resolved.

We carried out an announced comprehensive inspection at Wrightway Health Limited on 15 May 2019. This inspection was to rate the service.

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

This service is registered with 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 service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At Wrightway Health Ltd, occupational health schemes (that do not involve treatment requiring admission to hospital) organised through an employer, where these are for the benefit of the employee only are exempt from regulation. Wrightway Health Ltd offers other specialist services and treatments such as first aid coaching and fit mask testing (mask fitting for people with jobs which may cause respiratory complications) which are also exempt from regulation.

Wrightway Health Limited is registered with the Care Quality Commission to provide services at Wrightway Health Ltd, West Site, Norwich Research Park, Norwich, NR4 7UA. These services include health assessments and travel vaccinations. The clinic is based close to the city centre of Norwich in a quiet residential area. The provider also uses clinic rooms in Great Yarmouth, Cambridge, Kings Lynn, Bury St Edmunds and Ipswich. The main property in Norwich consists of a patient waiting room, reception area, administration office and consulting rooms which are located on the ground floor of the property. There is on site car parking at all sites.

The provider holds a list of corporate clients and offers services to patients who reside in East Anglia and surrounding areas but also to patients who live in other areas of England who require their services.

The service is registered with the CQC under the Health and Social Care Act 2008 to provide the following regulated activities:

• Diagnostic and screening procedures
• Treatment of disease, disorder or injury.

The lead doctor 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.

As part of our inspection we asked for CQC comment cards to be completed by clients prior to our inspection visit. We received 36 comment cards, 34 of which were wholly positive about the service. The cards reflected the kind and caring nature of staff, how informative staff were, the pleasant environment and the positive manner of the clinicians. Other forms of feedback, including patient surveys and internet feedback was consistently positive.

Our key findings were:

• We saw there was leadership within the service and the team worked together in a cohesive, supported, and open manner.
• There was an effective system in place for reporting and recording significant events, particularly information governance events.
• Information about services and how to complain was available and easy to understand.
• The provider was aware of and complied with the requirements of the Duty of Candour.
• Risks to patients were assessed and monitored.
• The service held a range of policies and procedures which were in place to govern activity; staff were able to access these policies easily and staff had signed each one.
• To ensure and monitor the quality of the service and their record keeping, the service undertook regular audits of patient records.
• 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.
• All 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.

The areas where the provider should make improvements are:

• Improve the documentation of fridge temperatures to support the safe storage of vaccines.
• Embed the system for the receiving and action of patient safety alerts.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care