We carried out an announced comprehensive inspection on 19 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.

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 practice was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the 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 services are provided to patients under arrangements made by their employer with whom the servicer user holds a policy (other than a standard health insurance policy). These types of arrangements are exempt by law from CQC regulation. Therefore, at Roodlane Medical, we were only able to inspect the services which are not arranged for patients by their employers with whom the patient holds a policy (other than a standard health insurance policy).

Dr Cohen 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.

As part of our inspection, we reviewed 22 CQC comment cards completed by patients, where patients made extremely positive comments about the staff and the service. For example, patients described the reception staff as always smiling and having a warm welcome and the doctors had treated them with dignity and respect in a questionnaire asking for their feedback.

Our key findings were:

• The clinic had clear systems to keep patients safe and safeguarded from abuse.
• There were arrangements in place for responding to medical emergencies.

There were comprehensive risk assessments in relation to safety issues.

• Staff had appropriate training for their role.
• Patients had access to their medical results online via a secure website.
• Referrals were prompt and could take place the same day as the assessment.
• Clinicians understood the requirements of legislation and guidance when considering consent and decision making.

• Staff recognised the importance of patients’ dignity and respect.

• The practice responded to the needs of patients that wanted a same day doctor appointment at a convenient time.
• Results from blood tests and external diagnostics were sent to the patient in a timely manner using the patient’s preferred method of communication.

• Leaders had the experience, capability and integrity to deliver the practice strategy and address risks to it.
• There was an effective, process to identify, understand, monitor and address current and future risks including risks to patient safety.
• The provider took steps to engage with their patient population and adapted the service in response to feedback.

We spoke with one person who had recently used the service and also looked at the clinic's most recent patient satisfaction survey results. We found people were pleased with the information they received, the quality of their care and the conduct of the medical and healthcare professionals.

The treatment areas were clean, well equipped and ensured people maintained their privacy. One person using the service said “it has been great coming here to see the private GP. It is so convenient and easy to arrange”. The staff team were trained in life support and knew what to do in the event of a medical emergency.

Staff members were appropriately qualified, had regular training and opportunities for professional development. Staff had regular supervision and managerial support. The service made people aware of how to make complaints and had appropriate systems to respond and make improvements if necessary.

We spoke with two people using the service during this inspection visit. They both told us they were pleased with their care and treatment, and they would recommend the service to their friends and families. One person said, "I thought the doctor was gentle and treated me with dignity. I choose to come here having tried other services, because the overall experience is so good." The other person said, "the doctors always give very clear explanations and make sure I have understood. I like this approach, particularly as English is not my first language."

There were systems in place to ensure people understood practices and procedures before they gave their consent, which meant people were able to make informed decisions about their care and treatment.

The two treatment areas we looked at were well maintained and clean. Staff had attended life support training and were aware of how to respond to emergencies.

There were sufficient staff present to meet the needs of people using the service. This meant people were seen promptly and could be seen by a doctor of their own gender, if they wished.

The two people we spoke with said the service had provided them with guidance about how to make a complaint, and they were confident that any complaints would be appropriately dealt with.