Doctorcall Manchester

Updated 23 July 2020

The service is provided by Doctorcall Limited whose headquarters is in London Harley Street. Doctorcall Manchester is located at 2-4 Exchange Street, St Ann's Square, Manchester, Greater Manchester, M2 7HA. The service provides health screening, travel clinic services and medical care and treatment services to children and adults. The website address is https://www.doctorcall.co.uk/

The regular team of staff consists:

• Two doctors who provided a service at different times during the day Monday to Saturday.
• The doctors are supported by the registered manager and a team of administration, technical and reception staff.

Most patients are referred for specialist pre-employment health-screening checks for example prior to deployment to work on an oil-rig or to work as cabin-crew for an aviation company. The service also provides relocation and other travel related health checks and vaccinations. Small percentages of patients also sought appointments to request treatment for minor ailments and a variety of health screening checks.

There are no geographical boundaries to using the service. The service is accessed through pre-booked appointments.

Updated 23 July 2020

This practice is rated as Good overall. (Previous rating May 2019 – Good)

The key questions at this inspection are rated as:

Are services safe? – Good

We carried out an announced comprehensive inspection at Doctorcall Manchester on 17 May 2019 as part of our inspection programme. We rated the practice as requires improvement for providing safe services and good overall and issued the provider with a requirement notice in relation to Regulation 13 (Safeguarding service users from abuse and improper treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

The full comprehensive report on the May 2019 inspection can be found by selecting the ‘all reports’ link for Doctorcall Manchester on our website at www.cqc.org.uk.

At our inspection in May 2019 we rated the practice as requires improvement for providing safe services because:

• Safeguarding processes and procedures were not formally documented and there were no formal systems in place to confirm the identity of children or the relationship of the adults accompanying children.

We also indicated improvements should be made as follows:

• Review the consent process for sharing information with the patient’s NHS GP to ensure this is in keeping with best practice.

• Review the translation policy and consider always providing an independent translator when a translator is required.

• Consider including consent when the audit programme is developed.

• Clarify the information available about retaining medical records if the service ceased trading.

• Review how the outcomes of audits are used to influence changes and improvements to the service.

• Consider ensuring the quality of cytology smears are formally reviewed when the results are returned.

We carried out a focused desk-based review of Doctorcall Manchester on 1 July 2020. This inspection was to see whether the breaches of Regulation 13 (Safeguarding

service users from abuse and improper treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 found at our last inspection had been addressed.

For this inspection, we focused on the key question of Safe which we rated as requires improvement in June 2019.

The full comprehensive report following the inspection in May 2019 can be found on our website here: 1-125567817

At this inspection we found:

• The practice had reviewed its safeguarding policies and procedures around the identification and relationship status of children and their accompanying adults. We saw from a sample of the patient notes of children treated that identification procedures had been followed, documented appropriately and audited.

We also looked at the areas we indicated for improvement at our previous inspection and found the provider had completed work and made changes and improvements.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Please refer to the detailed report for further information.