This service is rated as Good overall
. (Previous inspection March 2018 was not rated)
The key questions are rated as:
Are services safe? – Requires improvement
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Good
Are services well-led? – Good
We carried out an announced comprehensive inspection at Doctorcall London on 27 June 2019 as part of our inspection programme. The inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 so that an overall rating could be given.
Doctorcall London is part of Doctorcall Limited. Doctorcall London offers a 24-hour medical visiting service across London and primary care appointments at its clinic in Harley Street. These services treat children and adults. There are arrangements in place for secondary referral to diagnostic and specialist services as appropriate.
The service manager is the registered manager for the location. 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.
Ten patients attending the clinic had completed Care Quality Commission comment cards. All the comments received were positive with several patients stating that they received excellent care and support for issues that had not been treated well elsewhere. Reception staff and clinicians were consistently described as friendly and caring.
Our key findings were:
- Systems were in place to protect people from avoidable harm and abuse.
- However, the practice had not identified and addressed all risks, particularly its readiness for medical emergencies and the safe management of medicines and prescribing.
- When mistakes occurred, lessons were learned and action was taken to minimise the potential for recurrence. Staff understood their responsibilities under the duty of candour.
- Staff were aware of current evidence-based guidance.
- Staff were qualified and had the skills, experience and knowledge to deliver effective care and treatment.
- Patient feedback indicated that patients were very positive about the service.
- The service was accessible to patients. The visiting doctors service was available 24 hours a day.
- There was clear leadership, staff felt supported and the staff team worked well together.
- There was a vision to provide a high quality, personalised service.
- There was scope to increase the scope and impact of quality improvement activity.
The areas where the provider must make improvements as they are in breach of regulations are:
- Ensure care and treatment is provided in a safe way for service users
(Please see the specific details on action required at the end of this report).
The areas where the provider should make improvements are:
- Review the quality improvement programme with a view to increasing the scope and impact of clinical audit and other improvement work.
- Consider sharing individual-level clinical performance information with the individual clinicians concerned to encourage improvement.
Dr Rosie Benneyworth BM BS BMedSci MRCGPChief Inspector of Primary Medical Services and Integrated Care