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Archived: Your Doctor Limited Also known as Health and Wellbeing Centre

Inspection Summary


Overall summary & rating

Updated 17 September 2018

We carried out an announced comprehensive inspection of Your Doctor Limited in Buckinghamshire on 20 August 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 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 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.

Your Doctor Limited provides private GP services from two registered locations. This inspection report refers to the inspection of the service located at Park Hall Clinic in Buckinghamshire. For information about the other registered service, please select the ‘all reports’ link for Your Doctor Limited on our website at www.cqc.org.uk.

Your Doctor Limited has core opening hours of Monday to Friday from 8am to 8pm. In addition to the core hours, appointments and consultations are available over the weekend. This service is not required to offer an out of hours service. Patients who need medical assistance out of corporate operating hours are requested to seek assistance from alternative services. This is detailed in patient literature supplied by the service.

Your Doctor Limited is registered with Care Quality Commission (CQC) under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. 

The founder of the service was also the Lead GP and the registered manager. A registered manager is a person who is registered with the CQC 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.

As part of our inspection we asked for CQC comment cards to be completed by patients prior to our inspection, we received 31 completed comment cards which were all positive about the standard of care they received. The service was described as wonderful, professional, helpful and caring.

Our key findings were:

  • Your Doctor Limited was providing safe, effective, caring, responsive and well led care in accordance with the relevant regulations.

  • There were systems in place for the overall management of significant events and incidents. Risks to patients were assessed and managed.

  • Systems were in place to monitor complaints.

  • Staff treated patients with compassion, kindness, dignity and respect. All staff had received equality and diversity training.

  • There was a process to ensure that care and treatment delivered were in accordance with evidence-based guidelines.

  • Staff demonstrated that they understood their responsibilities and all had received training on safeguarding children and vulnerable adults relevant to their role.
  • Patient feedback highlighted that patients appreciated the care provided by the doctors and staff were described as kind, caring and professional.
Inspection areas

Safe

Updated 17 September 2018

We found that this service was providing safe care in accordance with the relevant regulations.

  • The service had clear systems to keep patients safe and safeguarded from abuse. The service saw children under the age of 18 and all staff were trained to an appropriate level for their role in both child and adult safeguarding.

  • The service maintained appropriate standards of cleanliness and hygiene. We saw there was an effective system to manage infection prevention and control.

  • Staff understood their responsibilities to manage emergencies on the premises and to recognise those in need of urgent medical attention.

  • There were comprehensive risk assessments in relation to safety issues.
  • The service had an awareness of the need to review and investigate when things went wrong. 

Effective

Updated 17 September 2018

We found that this service was providing effective care in accordance with the relevant regulations.

  • The service provided data which indicated the activity within the GP service was small, yet growing. Despite the low volume of data, the service had already completed various clinical audits which reviewed patient outcomes and sought areas for quality improvement.

  • When providing care and treatment for children and young people, staff carried out assessments of capacity to consent in line with relevant guidance.

  • The service promoted healthy living and gave advice opportunistically or when requested by a patient about how to live healthier lives including some long-term conditions.
  • We saw consent policies and various procedures to ensure these were complied with. 

Caring

Updated 17 September 2018

We found that this service was providing caring services in accordance with the relevant regulations.

  • We observed a relaxed and friendly atmosphere at the service and members of staff were courteous and helpful to patients whilst treating them with dignity and respect.

  • There was patient information literature which contained information for patients and relatives including procedural information. This information was also available on the service’s website.

  • Feedback highlighted patients felt involved in decision making about the care and treatment they received.
  • Patients were assisted in finding further information and access to other services as appropriate.

Responsive

Updated 17 September 2018

We found that this service was providing responsive care in accordance with the relevant regulations.

  • The service was responsive to patient needs. Services could be accessed through a telephone or website enquiry. Other information and general enquiries could be accessed through the website, www.your-doctor.co.uk.

  • Patients could access services via either through a variety of membership subscriptions or ‘pay as you go’ care and treatment.

  • The complaint policy and procedures were in line with recognised guidance. This included a designated responsible person who handled complaints across the service. All patient satisfaction feedback was overwhelmingly positive.

Well-led

Updated 17 September 2018

We found that this service was providing well-led care in accordance with the relevant regulations.

  • There was a clear vision and strategy to deliver easily accessible, affordable and cutting-edge health care that put patients’ needs first.
  • Staff had the knowledge, experience and skills to deliver high quality care and treatment. The service had a suite of policies and systems and processes in place to identify and manage risks and to support good governance.

  • The service was aware of national and local challenges, including the changing demand on GP services and increased national activity in private GP services, and there was a strategy to manage these challenges.
  • The service had gathered feedback from staff through meetings, discussions and social events. Following the first 12 months of the service, all staff were invited to attend and participate in the annual review and brain storming meeting. We saw correspondence from this review which included discussions on 2018/19 goals and objectives, patient growth trajectories and updated operating processes.