Superdrug Stores plc

Updated 21 June 2019

Superdrug Stores Plc head office is located at 51 Sydenham Road, Croydon CR0 2EU and has 28 CQC registered health clinics across the country. As part of this inspection we visited nine health clinics across the country.

The clinics at which the provider is registered to carry out regulated activities are:

North:

Metro Centre Gateshead Unit 68 Cameron Walk, The Metro Centre, Gateshead, NE11 9YR

Durham Arnison, Unit G Arnison Shopping Park, Durham, DH1 5GB

Leeds White Rose, 5A Lower Level White Rose Shopping Centre, Leeds LS11 8LL

York, 17 Market Street, York Y01 8LS

Inspectors visited the York and Metro Centre Gateshead clinics.

Midlands:

Sheffield Crystal Peaks, 12/13 Crystal Peaks, Sheffield S20 7PQ

Sheffield Meadowhall, 41 High Street, Meadowhall Shopping Centre, Sheffield S9 1EW

Bradford, SU21 Level 10 Charles Street Mall, Bradford Broadway,

Ellesmere Port, Unit R5 Coliseum Shopping Park, Cheshire Oaks, CH65 9HD

Liverpool, 17 Parker Street, Liverpool L1 1DJ

Manchester, 44 Oxford Street, Manchester, M1 5EJ

Leicester Fosse Park, Unit 5B Fosse Park Shopping Centre, Fosse Park Ave, Leicester, LE19 1HX

Birmingham, Level 03, Superdrug Su329, Birmingham, B5 4BA

Birmingham New Street, New Street Chambers, 88-91 New Street, Birmingham, B2 4BA

Colchester High Street, 22-24 High Street, Colchester, CO1 1DB

Preston, Unit H1A1 Deepdale Shopping Centre, Blackpool Road, Preston PR1 6QY

Inspectors visited the Sheffield Meadowhall and Metro Centre Gateshead clinics.

London:

East Ham, 89-93 High Street North, East Ham, E6 1HZ

Hounslow, Units 1-4 Trinity Parade, High Street, Hounslow TW3 1HG

Marble Arch, Oxford Street, Superdrug 508-520, London W1C 1NB

Putney Exchange, Unit B Ground Floor, Putney Exchange Shopping Centre, Putney SW15 1TD

Stratford, The Mall, Superdrug 91-91, Stratford E15 1XQ

Streatham, Unit 3, 142-170 Streatham Hill

Balham, 176 Balham High Road, SW12 9BW

Basildon, Unit 2a Mayflower Retail Park, Basildon, SS14 3HZ

Romford, South Street, Superdrug 60/62, Romford RM1 1RB

Lakeside Thurrock, 107-108 Lakeside Shopping Centre, West Thurrock, Grays, RM20 2ZG

Inspectors visited the Balham, Streatham, and Hounslow clinics.

South (Visited Epsom and Chichester):

Epsom, 55 Ashley Centre, Epsom, Surrey, KT18 5DB

Chichester, 80 East Street, Chichester, PO19 1HA

Dover, Unit 2a St James Development, Dover, CT16 1QD

Inspectors visited the Epsom and Chichester clinics.

The provider is registered with the Care Quality Commission to provide the regulated activity treatment of disease, disorder or injury. The service provides medical services for adults and children. The service website can be accessed through the following link: https://healthclinics.superdrug.com/

The provider offers vaccinations, medicines and advice for travel and vaccinations for HPV (Human papillomavirus), occupational health and general health, blood pressure monitoring, phlebotomy and HIV insti Test. Services are available to any fee-paying patients. Services are available to people on a pre-booked appointment basis Monday to Saturday. The provider informed us that they see more than 500 patients a month.

The provider is registered with us to provide nurse led travel clinic service. They also provide a pharmacy led travel clinic service which is registered with the General Pharmaceutical Council (GPhC) and were not inspected.

The healthcare team consists of a healthcare director, head of clinical governance, head of healthcare operations, head of healthcare services, clinical governance manager, clinical development manager, healthcare operations manager, service development manager and services support manager.

The nursing team was led by a national nurse manager and four clinical nurse managers. The nurse field team consists of 39 clinic nurses.

The inspection was led by a CQC inspector and supported by a practice nurse specialist advisor, five CQC inspectors and a CQC inspection manager.

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 21 June 2019

This service is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Superdrug Stores plc on 08 May 2019 as part of our inspection programme. As part of this inspection we visited the following branches of Superdrug Health Clinics:

• York (North Region): Visited on 16 May 2019
• Metro Centre Gateshead (North Region): Visited on 22 May 2019
• Sheffield Meadowhall (Midlands Region): Visited on 14 May 2019
• Manchester Oxford Street (Midlands Region): Visited on 13 May 2019
• Streatham (London Region): Visited on 8 May 2019
• Balham (London Region): Visited on 8 May 2019
• Hounslow (London Region): Visited on 16 May 2019
• Epsom (South Region): Visited on 15 May 2019
• Chichester (South Region): Visited on 14 May 2019

The service provides vaccinations for travel, occupational health, general health, and blood pressure monitoring, phlebotomy and HIV Insti Test.

The national nurse manager is 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.

We received 204 Care Quality Commission comments cards from patients; all were positive about the service experienced. Many patients reported that the service provided high quality care.

Our key findings were :

• The service had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The service had systems in place to safeguard children and vulnerable adults from abuse and staff we spoke with knew how to identify and report safeguarding concerns. All staff had received safeguarding training relevant to their role.
• 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.
• Staff we spoke to were aware of current evidence-based guidelines and they had the skills, knowledge and experience to carry out their roles.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Consent procedures were in line with legal requirements.
• Systems were in place to protect personal information about patients.
• The service proactively gathered feedback from patients.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Review service procedures to ensure staff receive regular update training for infection prevention and control and fire safety and staff receive Mental Capacity Act training.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care