We carried out an announced comprehensive inspection on 12 June 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.

Background

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.

Nuffield Health Canary Wharf Medical Centre provides health assessments (for patients aged 18 and over) that include a range of screening processes. Following the assessment and screening process clients undergo a consultation with a doctor to discuss the findings and any recommended lifestyle changes or treatment planning. The centre also provides private GP services.

The service is registered with the Care Quality Commission (CQC) under the Health and Social Care Act

2008 in respect of some, but not all, of the services it provides. For example, physiotherapy and lifestyle coaching do not fall within the regulated activities for which the location is registered with CQC.

The General 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.

Nuffield Health Canary Wharf Medical Centre is registered to conduct the following regulated activities under the Health and Social Care Act 2008:-

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

Prior to our visit, the service was provided with feedback cards for their customers to complete with their views about the service by completing comments cards. We received 27 feedback cards, all of which indicated that clients were happy with care provided at the service.

Our key findings were:

• The service had clear systems to keep people safe and safeguarded from abuse. Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses.
• A system was in place for reporting, investigating and learning from significant events and incidents.
• Systems were in place to deal with medical emergencies and staff were trained in basic life support.
• There were systems in place to reduce risks to client safety. For example, infection control practices were carried out appropriately and there were regular checks on the environment and equipment used.
• Staff assessed clients’ needs and delivered care in line with current evidence based guidance.
• Feedback from clients about the care and treatment they received was very positive.
• Clients were treated with dignity and respect and they were involved in decisions about their care and treatment.
• Clients were treated in line with best practice guidance and appropriate medical records were maintained.
• Clients were provided with information about their health and with advice and guidance to support them to live healthier lives.
• Systems were in place to protect personal information about clients.
• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

As part of this inspection we were able to speak with one person using the service. The person who spoke with us told us they were satisfied with their health assessment. They told us, "everything was pretty much flawless. I would score this place definitely ten out of ten. Staff were very helpful and provided me with all the information."

People were asked for their consent before they received care and treatment and the provider acted in accordance with their wishes. People experienced care, treatment and support that met their needs. Their care and treatment was planned and delivered in line with their individual assessment.

People's needs were assessed and a detailed medical history was taken from each person and discussed prior to their healthcare assessment or treatment. Treatment was planned and delivered in line with their individual plan.

People were protected from the risk of infection because appropriate guidance had been followed. People were cared for in a clean, hygienic environment.

There were enough qualified, skilled and experienced staff to meet people’s needs.

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

We spoke with two people during this inspection and also looked at the service’s most recent patient satisfaction survey results. Both people told us they were treated in a respectful manner and offered choices regarding their treatments. One person using the service told us “although this annual health screening is part of my employment contract, I really enjoy coming here. All of the staff are so polite and welcoming." Both people said they were seen punctually and they were pleased with the informative and thorough approach of staff during their consultations. One person said they had been to the service before and they had been impressed with the detailed written report sent to them soon after their health screening.

The treatment areas were clean, spacious and well equipped, including facilities to promote people’s privacy and dignity. All of the staff had attended life support training and knew what to do in the event of a medical emergency.

Both people we spoke with told us they felt safe with the staff. There were appropriate policies and procedures for safeguarding people and staff were able to explain how they protected people.

Staff received regular training and supervision, and there were opportunities for professional development.

People using the service told us they had been provided with written information about how to make a complaint. The service evidenced that any complaints were dealt with in a professional and timely manner.