Archived: Regent Street Clinic

Updated 28 September 2018

• Regent Street Clinic is provided by FBA Medical Limited. The registered manager of the service is S Azam. 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.
• The address of the service is Abbotts House, 198 Lower High Street, Watford, Hertfordshire, WD17 2FF.
• The website address is www.regentstreetclinic.co.uk
• The service is registered with the CQC to provide the following regulated activities:

• Treatment of disease, disorder or injury.
• Diagnostic and screening procedures.

• FBA Medical Limited was first opened by the provider in Nottingham in 1998. Since then the provider has grown the business to provide services at five other locations in Leicester, Leeds, Sheffield, Derby and Watford.

• Regent Street Clinic Watford was opened in November 2016 and is an independent provider of GP services. The service offers a range of specialist services and treatments such as facial aesthetics, travel vaccinations, sexual health screening, occupational health and offshore medical services to people on both a walk-in and pre-bookable appointment basis. The service does not offer NHS treatment. It is an accredited yellow fever centre which is registered with NATHNaC (National Travel Health Network and Centre).

• The service provides a walk-in service which is available to all patients and provided treatment to 1,428 patients between January and July 2018. The service is open;

• Monday 3pm to 7pm
• Tuesday 8am to 7pm
• Wednesday 3pm to 7pm
• Thursday 8am to 8pm
• Friday 9am to 6pm
• Saturday 9am to 12pm

• The service employs approximately 40 staff members and has a call-centre based at their main office in Nottingham. The call centre is open from 8am to 7pm Monday to Saturday.

• The senior GP and group practice manager oversee the services provided across the six clinics. The team based at the Watford clinic consists of one male GP, one practice nurse and a clinic co-ordinator.

Our inspection was carried out on 7 August 2018. The inspection team was led by a CQC Lead Inspector and was supported by a GP Specialist Adviser and a practice nurse Specialist Adviser.

Prior to the inspection we had asked for information from the provider regarding the service they provide.

During our visit we:

• Spoke with the senior GP, clinic GP, group practice manager, practice nurse and clinic co-ordinator.
• Reviewed the personal care or treatment records of patients.
• Spoke with one patient and reviewed 13 CQC comment cards where patients and members of the public share their views and experiences of the service.
• Reviewed patient feedback from patient surveys and online comments received.
• Observed how patients were greeted.
• Reviewed documents and systems.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 28 September 2018

We carried out an announced comprehensive inspection at Regent Street Clinic on 7 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.

Our key findings were:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• Staff had the skills, knowledge and experience to deliver effective care and treatment.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• The service had good facilities and was well equipped to treat patients and meet their needs.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.
• The service used a number of policies and procedures to govern activity which were accessed centrally and aligned to the business.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.