We carried out an announced comprehensive inspection on 5th July 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.

Lily House is a Nurse led private health and travel clinic in South Woodford offering a range of services primarily including healthy lifestyle advice, travel advice and immunisations.

The Registered Manager is the owner of the business and the sole practitioner within it. 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.

On the day of the inspection we received 13 comment cards from clients of the clinic. All the cards were positive and most commented on the friendliness, efficiency and the professionalism of the staff. Several mentioned that they would recommend the clinic to a friend.

Our key findings were:

• The clinic had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the clinic learned from them and improved processes.
• Staff involved clients with their procedures and treated them with kindness, dignity and respect.
• Clients found it easy to get an appointment at a time that was convenient to them.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• The clinic was well managed with supportive leadership.
• Policies and procedures had been thoroughly reviewed and applied.
• Staff were valued and appropriately trained for their roles.
• There was an increasing client demand for the clinic from an increasing geographical area.

There were areas where the service could make improvements and they should:

• Review the replacement of curtains in the consulting room on a more regular basis.