Doctorcall London provides an independent 24-hour visiting doctor service in London. The doctors carry out home or hotel visits inside the M25 on request.

This inspection covers the visiting doctor service and the provider’s clinic in Harley Street in central London, and not other registered locations of the provider. Both the clinic and visiting doctor services are available to children and adults, although most patients seen are adults.

Prior to the Covid 19 pandemic, on average the provider saw between 100 and 200 patients a month, although the numbers had varied based on restrictions put in place either by central government or the service itself since the pandemic began.. There is a focus on providing screening services, travel vaccination and treatment for acute issues, rather than long-term conditions. The provider also provides medical checks and consultations under contract to corporate employers and agencies and in line with certain industry (eg ‘oil and gas’) requirements. There are arrangements in place for patients to be referred by the provider to other services for diagnostic imaging and specialist care.

The Harley Street clinic is open from Monday to Friday from 8am to 5pm and on Saturday from 10am to 1pm. The clinic is located in a converted property. The consultation rooms and office areas occupy the second floor which is accessible by stairs and a lift.

The service currently contracts with 18 self-employed doctors (male and female) to provide the visiting doctor and clinic services. The service employs an administrative team, a service manager, and a supervisor who works across all the sites. The visiting service is additionally supported by a separate call-centre and staff. The medical director has overall responsibility for the service.

Doctorcall London is registered with the Care Quality Commission to provide the regulated activities: diagnostic and screening procedures and treatment of disease, disorder or injury.

How we inspected this service

During our visit we, spoke with staff including the practice manager and the operations manager. We reviewed documentary evidence relating to the service and inspected the facilities, equipment and security arrangements.

To get to the heart of patients’ 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.