We carried out an announced comprehensive inspection of Destination Health @ London Bridge on 29 May 2018 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?
Our findings were:
Are services safe?
We found that this service was providing safe care in accordance with all the relevant regulations.
Are services effective?
We found that this service was providing effective care in accordance with the relevant regulations.
Are services caring?
We found that this service was providing caring services in accordance with the relevant regulations.
Are services responsive?
We found that this service was providing responsive care in accordance with the relevant regulations.
Are services well-led?
We found that this service was not providing well-led care in accordance with the relevant regulations.
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.
Destination Health @ London Bridge provides independent travel health advice and medicines in Central London. Prior to our inspection patients completed CQC comment cards telling us about their experiences of using the service. Seven people provided wholly positive feedback about the service.
Our key findings were:
- The systems to manage risks were not always effective.
- The service had systems in place to respond to incidents and take action to learn and make improvements.
- The service reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines. However, there was limited evidence of quality improvement activity.
- Staff involved and treated patients with compassion, kindness, dignity and respect.
- Services were provided to meet the needs of patients.
- Patient feedback for the services offered was positive.
- There were clear responsibilities, roles and systems of accountability, although some areas of governance were not sufficient to ensure safe care and that quality of services improved.
We identified regulations that were not being met and the provider must:
- Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care
We also identified areas where the provider should take action:
- Formally document assessment of risk.
- Document leadership roles within practice policies.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice