The Care Quality Commission
  • Remote clinical advice

Archived: Teladoc Health UK

Tower Point, 44 North Road, Brighton, East Sussex, BN1 1YR

Provided and run by:
Teladoc Health UK Ltd

Important: This service is now registered at a different address - see new profile

All Inspections

20 October 2021

During an inspection looking at part of the service

We carried out an announced inspection of Teladoc Health UK on 20 October 2021 to follow up on the breach of regulation found at our previous inspection.

Following our last inspection in September 2020, we issued a requirement notice for regulation 17 (good governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Teladoc Health UK on our website at www.cqc.org.uk.

Teladoc Health UK provides an online GP consultation, treatment and prescribing service for a limited number of medical conditions to patients in England.

The Chief Medical Officer 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.

Why we carried out this inspection

This inspection was a focused inspection to confirm whether the provider now met the legal requirements of regulations and to ensure enough improvements had been made.

At our last inspection we found:

  • The service had systems to record, investigate and monitor significant events and safety alerts. However, we found that not all incidents had been recorded and not all staff were clear about the significant event policy or process.

We also identified areas where the provider should make improvements. These were:

  • Continue making improvements to the clinical system and ensure patient information about previous consultations is available in an immediately accessible way.
  • Continue to improve the complaints process and information for patients.

How we carried out the inspection

Throughout the pandemic CQC has continued to regulate and respond to risk. However, taking into account the circumstances arising as a result of the pandemic, and in order to reduce risk, we have conducted our inspections differently.

This inspection was carried out remotely. This was with consent from the provider and in line with all data protection and information governance requirements.

This included:

  • Requesting and reviewing evidence from the provider.
  • Remotely reviewing information held by the service on electronic records systems, to identify any issues and to clarify actions taken by the provider.
  • Speaking with a range of staff using video conferencing. Including; the registered manager, members of the management team, and support staff.

Our key findings were:

  • We found that the provider had taken all our concerns seriously and had undertaken a range of actions to make improvements.
  • We saw an effective system for reporting and recording significant events. There was a dedicated quality assurance team that handled significant events, data breaches and complaints.
  • Staff we spoke with were able to describe what a significant event was. Staff understood their duty to raise concerns and report incidents and near misses.
  • We found the provider had a new clinical system that improved access to information about patients care and treatment.
  • The provider had taken action to improve information available to patients on how to make a complaint.

Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care

15 Sept to 17 Sept

During an inspection looking at part of the service

Letter from the Chief Inspector of General Practice

We carried out an announced focused inspection at Teladoc Health UK. We undertook this inspection in response to concerns we had received.

Teladoc Health UK provides an online GP consultation, treatment and prescribing service for a limited number of medical conditions to patients in England.

Our key findings were:

  • The service had systems to record, investigate and monitor significant events and safety alerts. However, we found that not all incidents had been recorded and not all staff were clear about the significant event policy or process.
  • 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 provider carried out checks to ensure consultations by GPs met the expected service standards.
  • Prescribing was in line with national guidance, and patients were told about the risks associated with any medicines prescribed.
  • Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
  • Patients could access care and treatment from the service within an appropriate timescale for their needs.
  • There was a strong focus on staff development, learning and improvement at all levels of the organisation. Staff felt supported, valued and appreciated.

The areas where the provider must make improvements as they are in breach of regulations are:

  • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

  • Continue making improvements to the clinical system and ensure patient information about previous consultations is available in an immediately accessible way.
  • Continue to improve the complaints process and information for patients.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care