Oxted Health Centre is an independent ultrasound service operated by Diagnostic Ultrasound Services. The service was registered with the CQC in 2011 and provides ultrasound services to children, young people and adults.

It was last inspected in 2013 under the previous CQC inspection methodology and met the standards that it was assessed against.

We inspected this service using our comprehensive inspection methodology. We conducted a short notice announced inspection on 2 October 2018 due to the services varying operating hours.

We rated the service as good overall.

Our key findings were as follows:

• Patients received care in a clean and suitably maintained environment. Staff were aware of and applied infection prevention and control guidelines.

• Staff had the right qualifications, skills, knowledge and experience to undertake their roles and responsibilities. They had access to developmental training and were supported by service leaders.

• There was some flexibility in appointment times to meet the needs of patients who were working or had other responsibilities.

• There were few complaints and we noted that those received were addressed in a timely manner and discussed at the multidisciplinary meetings.

• Patients had timely access to appointments of their choice and staff were flexible in their approach, which ensured patients’ needs were met.

• There were processes to ensure safety checks and maintenance of equipment was completed in line with manufacturers’ guidelines.

• We observed staff taking time to interact with people who used the service in a respectful and considerate manner.

• One-hundred per cent of staff were up to date with mandatory training and had received an appraisal in the last 12 months.

• Processes ensured safeguarding risk assessments were undertaken through the relevant channels. Each clinical commissioning group had a specific pathway and these were displayed for staff to follow.

• Staff told us they felt well supported by their colleagues and leaders of the service.

• Records were stored to maintain patient confidentiality at all times. Reports were legible and contained relevant information.

• The service sought the views of staff, patients and stakeholders to drive improvement within the service.

• Policies and procedures were reviewed yearly and there was clear oversight in relation to the management and development of policies and procedures.

We found areas of outstanding practice within the service:

• Staff encouraged patients to complete a comprehensive anonymised patient satisfactory survey. The service reported a 98% response rate in the last 12 months. The survey included questions relating to disability and religious beliefs for the service gain a sound understanding of the population it served and to drive changes.

However, the service should:

• Evidence regular monitoring of hand hygiene audits.

Dr Nigel Acheson

Deputy Chief Inspector of Hospitals (South East)

We were not able to speak to people who use services due to the nature of the service. We spoke to staff who told us that they were happy with their job. Staff told us that they ensured that people seen at arrival of appointment and given appropriate information about the treatment. Staff told us that people were choice of having chaperone with them during consultation. Staff told us that they ensured that consent forms had been completed and signed prior. Staff told us that they ensured people's privacy and dignity were maintained at all times during procedure.