Archived: Wrightway Health Limited

We carried out an announced comprehensive inspection on 10 October 2017 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 not 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 practice 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 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 services are provided to patients under arrangements made by their employer. Some of these types of arrangements are exempt by law from CQC regulation. Therefore, at Wrightway Health Ltd, we were only able to inspect the services which are not arranged for patients by their employers with whom the patient holds a policy (other than a standard health insurance policy).

Wrightway Health Ltd is an independent provider of occupational health services and also offers a range of specialist services and treatments such as first aid coaching and fit mask testing (mask fitting for people with jobs which may casue respiratory complications) to people on a pre-bookable appointment basis.

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. 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, Bury St Edmunds and Ipswich. The main property in Norwich consists of a patient waiting room, reception area and administration office and consulting rooms which are located on the ground floor of the property. Further administration and meeting rooms were available on the first floor. There is on site car parking at all sites.

The practice 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 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 reviewed 20 of the providers comment cards, collected between February and August 2017, where patients and members of the public shared their views and experiences of the service; 17 of the cards were positive about the service experienced. Patients said the practice offered an excellent service and staff were helpful, caring and treated them with dignity and respect. Comments also stated that the environment was calm, safe, clean and hygienic. Patients told us they received information to help them make informed decisions about their care and treatment. The three comment cards with mixed feedback related to the forms that required filling in prior to consultation. Comments related to the time it took to fill these in and repetitiveness of the forms.

The provider employs seven doctors; one doctor is also the Director of the company and is responsible for the overall management of the practice, three nurses and seven occupational health technicians. The clinical team are supported by a team of administration and management staff.

The site is open from 8am until 5pm Monday to Friday.

The provider is not required to offer an out of hour’s service. Patients who need emergency medical assistance out of corporate operating hours are advised to seek assistance from alternative services such as the NHS 111 telephone service or accident and emergency. This is detailed on the practice website and its patient guide.

Our key findings were:

• 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. Complaints were fully investigated and patients responded to with an apology and full explanation.
• Staff had not received a Disclosure and Barring Service (DBS) check and no formal, documented risk assessment had been conducted in relation to this. The provider stated they had been told they were not required to have a Disclosure and Barring Service check, however after the inspection they sought further advice and informed us they would be undertaking these checks for all clinical staff.
• Risks to patients were usually assessed and well managed. However, we found some out of date equipment at one site.
• The practice held a comprehensive central register of policies and procedures which were in place to govern activity; all 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 practice 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 practice 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.

Areas where the provider must make improvement:

• Ensure effective systems and processes are established in relation to good governance in accordance with the regulations and fundamental standards of care.

Areas where the provider could make improvements and should:

• All doctors should be working toward achieving level 3 training in child safeguarding.