Health First Surrey

Ratings - Diagnostic and screening services

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Requires improvement

• Well-led

  Requires improvement

Our view of the service

We undertook an unannounced assessment at Health First Surrey on 2 September 2025.

Health First Surrey provides phlebotomy services for people requiring private blood tests. The service operates from a site in Cobham, Surrey. The clinic is open Tuesday to Friday, and people can book in for a blood test in the mornings on those days. The service is run by the registered manager who is also the only phlebotomist. This was a risk-based assessment due to the length of time since registration without an assessment.

In our assessment of diagnostic services, we found the service did not evidence a learning culture. The systems for recognising or identifying incidents, issues and concerns were limited. Staff did not fully understand and manage risks. The management of clinical waste was insufficient and infection control risks were not fully recognised. The national guidelines in relation to the safe disposal of sharps were not followed. Not all mandatory training was recognised or up to date. They did not have clear processes to follow in the event that people did not have mental capacity. There was a risk to privacy where patient information was stored on a desk in the waiting area. There was not a culture of continuous improvement, and learning was not always prioritised. Risks and issues were not always recognised. Governance processes were not comprehensive and there were gaps in policy management, information management, training completion, risk management, health and safety and environmental issues including the governance of infection control and the management of clinical waste.

However;

People could raise concerns. The facilities and equipment met the needs of people, were clean and visibly well-maintained. The registered manager had up-to-date phlebotomy skills, qualifications and experience. They took account of people’s communication, personal and health needs. They made sure people understood their blood taking processes to enable them to give informed consent. People were treated with kindness and compassion. Staff protected people’s dignity during phlebotomy procedures. Staff treated people as individuals and supported their preferences. People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. People received fair and equal care and treatment. There was a vision to provide good quality phlebotomy services.

We found breaches in regulation 12 in relation to safe care and treatment, regulation 17 good governance and regulation 18 staffing.

People's experience of this service

Patients were positive about the staff treating them with warmth and kindness and providing effective care. They said they were seen quickly when they arrived, and their experience of the blood test was without incident. They found the phlebotomist to be kind, caring and efficient. People described the service as easy to access.