Regent Street Clinic

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture

This is the first rated inspection for this service since its registration with CQC. This key question has been rated as requires improvement.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Regent Street Clinic is an independent health service. They are a provider of private health services which include travel vaccinations, remote GP consultations, sexual health, health screening, hayfever treatment, aesthetics, medicals, occupational health and counselling services. This quality statement is not relevant for this service.

Leaders had the skills, knowledge, experience and credibility to lead effectively. Dr Bobby Ahmed, who is the CQC Nominated Individual, works in the capacity of medical director, general practitioner and travel health consultant for Regent Street Clinic. A nominated individual is responsible for supervising the management of regulated activity provided. Viravali Kaur, who is the registered manager, works in the capacity of practice nurse at the main location in Nottingham.The main location in Nottingham hosts a call centre responsible for supporting all clinic sites. At the time of our assessment, there were fourteen clinic sites, which have since increased to seventeen. The website for Regent Street Clinic described the staff as a medical team of 25 British doctors and clinicians offering same day personalised care.

Clinical responsibility is shared between the registered general practitioner, an advanced nurse practitioner, a nurse practitioner and a senior practice nurse. There is a practice nurse at each clinic site, some of which are supported by a receptionist. Since our last assessment in December 2024, the registered manager, was supported by a group practice manager and a quality assurance manager.

However, we were not assured leaders had adequate oversight across all clinic sites to manage them safely due to the concerns found in respect of maintaining safe environments, infection prevention and control and medicines management.

During our assessment, we found the lead doctor had the majority of clinical responsibilities, particularly relating to prescribing and training over the seventeen clinic sites. This raised concerns about how effective clinical supervision for nurses was delivered in line with their professional registration requirements. Furthermore, some staff we spoke with at clinic sites were unsure what procedure was in place if they were unable to contact the doctor when they needed them.Following concerns raised about the quality assurance of in-house training, the lead general practitioner proactively undertook a ‘Teach the teacher’ two day course to ensure he remained competent in teaching healthcare professionals. This demonstrated a responsive approach in meeting quality standards and commitment to quality improvement. Leaders told us one of the experienced long standing nurses had been promoted to provide training support for other nurses to ensure they maintained required clinical skills for their roles. This was yet to be embedded in practice. Staff we spoke with told us leaders modelled an innovative approach in managing the service.

As part of the assessment, we sent out a questionnaire which was shared with all staff to share their experience of the service. We received one completed questionnaire and spoke to several staff members in key roles within the service, and those at the clinics we visited. Staff told us they felt trusted by management and had collaborative relationships which enabled them to raise concerns openly.

However, people did not always feel they could speak up and that their voice would be heard. Feedback received prior to and after our assessment from whistleblowers indicated some people felt unable to challenge leaders whilst employed at the service as this would lead to contract termination without cause.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Policies and procedures to promote diversity and equality were in place.

The service did not always have clear responsibilities, roles and systems of accountability. They did not always act on the best information about risk, performance and outcomes, or share this securely with others when appropriate.

At the time of our assessment, whilst changes in the management team had significant positive impact sharing management responsibilities, governance procedures review was ongoing. Changes were yet to be embedded in practice. Staff we spoke with gave varying responses to who led on safeguarding, infection prevention and control and freedom to speak up.

We reviewed concerns raised about the use of Whatsapp for confidential communications with staff in a group setting. We found all staff had signed GDPR confidentiality statements upon commencing their roles. These included the use of encrypted Whatsapp groups for work purposes, where patient sensitive information could be shared, with a requirement to delete and clear messages every week. This was underpinned by an information governance policy, which included use of video platforms, stating these were not used for patient consultations.

Staff could access all required policies and procedures. Managers held regular practice meetings with staff, during which they discussed clinical concerns and emerging risks. Managers clearly recorded any actions arising from these meetings and ensured they shared these with staff.

Regent Street Clinic is an independent health service. They are a provider of private health services which include travel vaccinations, remote GP consultations, sexual health, health screening, hayfever treatment, aesthetics, medicals, occupational health and counselling services. The service does not see people on an ongoing basis for their care and treatment. This quality statement is not relevant for this service.

Regent Street Clinic is an independent health service. They are a provider of private health services which include travel vaccinations, remote GP consultations, sexual health, health screening, hayfever treatment, aesthetics, medicals, occupational health and counselling services. The service does not see people on an ongoing basis for their care and treatment. This quality statement is not relevant for this service.