We carried out an announced comprehensive inspection on 30 November 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 care 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.

Roodlane Medical Limited–Bank provides private general practitioner services. This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the private medical services it provides. There are some exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

At Roodlane Medical Limited–Bank, some services are provided to patients under arrangements made by their employer. These types of arrangements are exempt by law from CQC regulation. Therefore, we only inspected the services which are not arranged for patients by their employers.

The lead GP 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.

Seventeen people provided feedback about the service, which was entirely positive.

Our key findings were:

• The service had clear systems to manage risk so that safety incidents were less likely to happen. There were arrangements in place for sharing and learning.
• The service reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients could access appointments and services in a way and at a time that suited them. Patients could be seen on the same day and there were clear pathways for seamless referrals to specialist services and facilities.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.
• The service had good facilities and was well equipped to treat patients and meet their needs.
• Leadership, management and governance of the service assured the delivery of high-quality and person-centred care.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We spoke with three people using the service, the registered manager (a doctor), and two administrative staff. People using Bank Medicentre told us they were pleased with the quality of the service. One person said, "the receptionist was charming and the doctor was compassionate and very good at listening. I would come here again." Another person told us, "the doctor was absolutely lovely and gave such clear explanations. This is an efficient service and I would recommend to others."

The people we spoke with told us they were provided with appropriate information in order to give their informed consent. They told us it was easy to book an appointment and they were either seen on time or waited for a few minutes. They described the service as being "efficient", "amazing" and "really nice, clean and hygienic."

There were systems in place for the safe management of medications. Records showed that checks were made during recruitment to ensure that people using the service were treated by staff with appropriate experience and qualifications.

People told us they knew how to make a complaint and felt confident that any complaints would be properly investigated and resolved.