Frosts (Online) Limited

Letter from the Chief Inspector of General Practice

We rated this provider as Good overall.

The provider registered in January 2019 and this was the first inspection of the service under its new registration with CQC. There had been three previous inspections of the service under different registered providers.

The key questions are rated as:

• Are providers safe? – Good
• Are providers effective? – Good
• Are providers caring? – Good
• Are providers responsive? – Good
• Are providers well-led? – Good

We undertook an announced comprehensive inspection of Frosts (Online) Limited on 14 May 2019. The service is an online GP consultation and medicines ordering provider located in Oxfordshire. This inspection was part of the digital and online providers inspection programme to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

Patients register for the provider on the provider’s website, select the medicines they require, complete an online consultation form which is reviewed by a GP, and if approved, the pharmacy sends the medicines to the patient.

At this inspection we found:

• The provider had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the provider learned from them and improved their processes.
• Patient identity checks were in place including higher level checking where the provider determined this was necessary.
• There were systems to monitor overuse or potential misuse of medicines.
• The provider reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• The provider did not prescribe high risk medicines or controlled drugs. Their prescribing was predominantly for the treatment of erectile dysfunction (ED), sexually transmitted disease testing, smoking cessation and treatment and hair loss, among other conditions.
• All patient data was encrypted and securely stored.
• Staff involved and treated people with compassion, kindness, dignity and respect. Patient feedback highlighted high levels of satisfaction.
• Patients could access care and treatment from the provider within an appropriate timescale for their needs.
• Information about the provider and how to raise concerns was available.
• There was a strong focus on innovation, continuous learning and improvement at all levels of the organisation.

The area where the provider should consider improvements:

• Identify more proactive monitoring and audit of care via the clinical record system.

(Please see the specific details on action required at the end of this report).

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Providers and Integrated Care