The Care Quality Commission
  • Doctor
  • Independent doctor

Archived: Exeter Medical Limited

Unit 6, Silverdown Office Park, Fair Oak Close, Clyst Honiton, Exeter, Devon, EX5 2UX (01392) 363534

Provided and run by:
Exeter Medical Limited

Important: This service is now registered at a different address - see new profile

All Inspections

11 September 2013

During a routine inspection

On the day we visited, there was a clinic for NHS patients. We visited most areas of the clinic including the treatment rooms. We spoke with six people who were attending the clinic for treatment. We looked at the care records of four people who attended the clinic. We spoke with six staff which included a consultant, nurse, care worker and administrative staff.

We found people were very satisfied with the service provided and felt they were well informed about their care and treatment. One person said, 'I found it a very personal service, I was so impressed that the staff recognised me when I returned for my second appointment'. Another person said, 'they put me at my ease and I felt confident with the treatment'. A third person said, 'Best service ever, I couldn't fault it'.

We found all areas of the clinic were clean and well maintained and people reported that staff took precautions to prevent cross infection such as through hand washing and wearing protective gloves.

All medicines were kept securely and there were appropriate systems in place for obtaining, storage, dispensing and disposing of any unwanted medicines.

There were arrangements in place for maintenance and upkeep of the premises and to ensure risks were appropriately managed. We followed up improvements made to the complaints system, including the updated policy with better information for NHS patients. Also, that the systems for investigating and responding to complaints had been strengthened.

The provider was compliant with the five standards we inspected.

8 February 2013

During a routine inspection

During our visit we spoke with five staff including the registered manager about the care and treatment of patients. We spoke with three patients who attended the clinic and asked them about their experience of using the service. We looked at seven patients medical records as well as written feedback received from patients who had attended the clinic.

Patients we spoke with said they felt well informed about the risks and benefits of their treatment or surgery prior to giving their written consent. One patient said 'Staff were friendly and made me feel confident and relaxed". Another patient said 'I was treated well and reassured'. Comments from staff and patients we spoke with and records seen showed that a thorough assessment of each patient was undertaken to assess each patient's suitability for the proposed surgery.

After their surgery or treatment, patients we spoke with told us they received appropriate support and advice from staff at the Exeter Medical clinic. Good patient record systems were in place which included details of treatment as well as any follow up advice and information given.

We identified that improvements were required in the way the clinic managed complaints from patients. We found comments and complaints were not always responded to appropriately. This was because the provider was not consistently following their complaints policy when investigating and responding to complaints.

During a check to make sure that the improvements required had been made

At our previous inspection visit on 16 December 2011, we raised concerns about the security of the storage arrangements of confidential patient records for one consultant who undertakes treatment at the clinic. We had no concerns about the security arrangements for the storage of any other medical records at Exeter Medical. We carried out a desk top review to follow up the improvements made. The provider sent written information that we reviewed. We did not speak to anyone using this service. We concluded from the information sent that the provider has now demonstrated compliance.

16 December 2011

During a routine inspection

We (The Care Quality Commission) carried out an unannounced inspection at Exeter Medical on 16 December 2011. We spoke with five people and a relative about the care and treatment received. We looked at their care records and the written information provided. We spoke with seven staff who worked there about the care and treatment, staff training, development opportunities and support received.

People we spoke to had received a range of treatments which included cosmetic surgery as well as laser and intense pulsed light therapy (IPL) which can be used to treat conditions such as acne and birth marks, hair removal and skin rejuvenation. We were told that people, including children, whose names were on the NHS waiting list for surgery could choose to have their treatment at Exeter Medical. Other doctors, who specialised in other areas of medicine, such as disorders of the digestive system also carried out clinics and treatments there. The service operated Monday to Friday normally but some evening and Saturday sessions have been arranged, when needed.

Everyone we spoke to told us they were fully involved in discussions about their care and treatment and confirmed the information they received was sufficient to make enable them to make decisions about their care.

People we met said they were very satisfied with the treatment they had received. We found they received treatment in accordance with their needs and wishes in a safe and well managed way. One person said the service was 'first class', a second person described it as 'clean, bright, friendly and professional 'whilst a third said they were 'in and out in no time.'

All staff were trained to recognise signs of abuse and written safeguarding policies and procedures for safeguarding children were in place, which included how to report concerns to the local authority. Similar written procedures were needed for safeguarding adults.

We found people were safe and their welfare needs were met by competent staff who had regular opportunities for training, updating and received regular supervision.

We saw a range of systems and checks in place for monitoring health and safety, quality of care and treatment. Improvements were implemented following feedback from people, the findings of audits and via learning from adverse events. We found no overall system in place to monitor that all equipment on site was regularly serviced, maintained or indicated when it was due for replacement.

We found that individual records for all NHS and private patients were kept which were in line with national guidance, with one exception. The exception related to the operation records for one consultant who operates at Exeter Medical, whose operation records were stored together in a folder in a treatment room. These could get lost or accessed inappropriately.