During an assessment under our new approach
Palmers Green Clinic is a private doctor service based in North London and provides services on a private, fee-paying basis. The Service is part of Klinika Limited who also operate a service in East London which was not assessed at this time.
Services are provided to patients originating from Eastern European countries. They provide the following services, GP consultations, a range of blood tests and diagnostic screening. They do not provide childhood immunisations.
The service employs two doctors, a physiotherapist, who is also the managing director of the company, two administrators, one of whom also has a role as a healthcare assistant and is a trained phlebotomist.
The service had a learning culture and people could raise concerns. Systems were in place to investigate incidents thoroughly. People were protected and kept safe. Risks were understood. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people, such as family members or carers when taking decisions in people’s best interests where they did not have capacity.
People were treated with kindness and compassion. Their privacy and dignity was protected. They were treated as individuals and supported their preferences. People had choice in their care and treatment.
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. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
The service had a vision and culture based on listening, learning and trust. The doctors were knowledgeable and supportive. Appropriate systems of governance were in place for when the service expanded. There was a culture of continuous improvement.