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Inspection carried out on 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