• Doctor
  • Independent doctor

Clockwork Private Health Centre

Overall: Good read more about inspection ratings

398-400 Mare Street, Hackney, London, E8 1HP (020) 8985 1635

Provided and run by:
Clockwork Retail Limited

Latest inspection summary

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Background to this inspection

Updated 29 May 2019

Our inspection team was led by a CQC lead inspector. The team included a GP specialist advisor.

Clockwork Retail Limited is an independent provider of medical services situated in Hackney, London. Services are provided from Clockwork Private Health Centre 398-400 Mare Street, Hackney, London E8 1HP. It is registered with the CQC to provide the regulated activities of Diagnostic and screening procedures and Treatment of disease, disorder or injury. The provider operates from a community pharmacy which provides services which are exempt from regulation by the CQC, as set out in Schedule 2 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Those services are regulated separately by the General Pharmaceutical Council.

The service does not have any patients formally registered with the service. The service offers private GP consultations to both UK residents and non-residents, but most service users are people who are visiting the UK and who require additional medicines for pre-existing medical conditions.

One of the company directors who is a pharmacist 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.

The service staff consists of four pharmacists (including the registered manager) and a male GP who conducts telephone consultations and attends to see patients as and when required. The GP is also employed in an NHS GP practice. Clinical leadership is provided by the registered manager. There is a waiting area and private consultation room on the ground floor. Toilet facilities are available for patient use.

Clockwork Private Health Centre is open Monday to Wednesday and Friday between 9am to 7pm, and on Thursdays and Saturdays from 9am to 6pm. Appointments are available during opening times.

There were no patient appointments scheduled during the inspection which meant we were unable to speak with people who had used the service.

Data provided by the service showed that the average number of patients seen is fewer than 100 per calendar year. Of those patients, approximately 90% are non-UK resident and 10% are resident in the UK.

The service conducts six-monthly patient satisfaction surveys. During the survey conducted between 10 December 2018 and 25 February 2019, 42 satisfaction survey forms were returned from 60 distributed. The service analysed the results and we saw evidence that 99% of responses were positive about the service received. The service discussed survey results at team meetings.

We carried out an announced comprehensive inspection on 16 April 2019 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

How we inspected this service

Before visiting, we reviewed a range of information we hold about the service. During our visit we:

  • Spoke with staff including the GP and pharmacists.
  • Reviewed an anonymised sample of the personal care or treatment records of patients.
  • Reviewed details of a patient satisfaction survey undertaken by the provider.

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.

Overall inspection

Good

Updated 29 May 2019

This service is rated as Good overall. The service was previously inspected in February 2018.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Clockwork Private Health Centre as part of our ratings inspection programme for Independent Health Providers.

Clockwork Private Health Centre offers private GP consultations to UK residents and people visiting the UK.

Clockwork Retail Limited is an independent provider of medical services situated in Hackney, London. Services are provided from Clockwork Private Health Centre 398-400 Mare Street, Hackney, London E8 1HP. It is registered with the CQC to provide the regulated activities of Diagnostic and screening procedures and Treatment of disease, disorder or injury. The provider operates from a community pharmacy which provides services which are exempt from regulation by the CQC, as set out in Schedule 2 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Those services are regulated separately by the General Pharmaceutical Council, therefore, we did not inspect or report on these services.

Our key findings were:

  • There was a clear leadership structure and staff felt supported by management.
  • People using the service were able to contact clinicians directly with any concerns or questions following a consultation.
  • The service had a process in place to communicate with a patient’s NHS GP.
  • The service proactively sought feedback from staff and patients, which it acted on.
  • Information about services and how to complain was available and easy to understand.
  • Appointments with the GP were readily available and flexible to meet the needs of the individual patient.

The area where the provider should make improvements are:

  • Consider putting arrangements in place to audit consultation notes with a view to ensuring consistency in how information is recorded.

Dr Rosie Benneyworth BM BS BMedSci MRCGPChief Inspector of Primary Medical Services and Integrated Care