360 Health- London Bridge

We carried out an announced comprehensive inspection at 360 Health-London Bridge on 11 November 2019. The service was previously inspected on 25 May 2018. In accordance with CQC policy at the time, this service was not rated following that inspection. We found whilst most of the standards were being met, the systems to manage risks at the service were not always effective and there was limited evidence of quality improvement. These issues impacted negatively on the overall standard of governance at the service. A Requirement Notice was made in relation to breaches of regulation 17 of the Health and Social Care Act 2008 (Regulate Activities) Regulations 2014. We also said the provider should formally document risk assessments and leadership roles within the practice policies. We checked these areas as part of this comprehensive inspection and found they had all been resolved.

360 Health-London Bridge is a travel clinic which provides a range of travel vaccinations, medical assessments and health screening offered on an appointment and a same-day, walk-in basis. The service is operated by 360 Health, also known as London Vaccination Clinic. They own seven sites across London which are satellite sites, London Bridge being the main site for the purposes of oversight, management and governance. We did not visit the other sites which operate at differing times of the day and year, depending on patient demand, some consisting of a single room.

The leadership team at the clinic includes the co-founder and chief executive officer who is a nurse prescriber and the medical director who is also 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. There is also an operations director who manages the day to day running of the service.

Clinical services are provided by two nurses, one being the lead nurse, who are overseen by the co-founder and medical director.

Feedback we received through 21 comment cards completed by people who used the service were positive and a patient we spoke with. One commented about some difficulty finding the clinic but was positive about their experience of using the service.

Our key findings were :

• There was a system in place for acting on significant events.
• Risks associated with the premises and the delivery of care and treatment were well managed.
• There were arrangements in place to protect children and vulnerable adults from abuse.
• Care and treatment was provided in accordance with current guidelines.
• Patient feedback indicated that staff were compassionate, the care provided of a high standard and that it was easy to access appointments.
• The service had a system to receive and respond to complaints.
• There was a clear vision and strategy and staff spoke of an open and supportive culture. There was effective governance to ensure risks were addressed and patients were kept safe.

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