The Care Quality Commission

Archived: Emberbrook Health Centre

14 Raphael Drive, Thames Ditton, Surrey, KT7 0EB

Provided and run by:
Medics Gateway Limited

All Inspections

18 July 2013

During a routine inspection

We visited Emberbrook Health Centre and looked at the care and welfare of people who used the service provided at the clinics run by Medics Gateway. During the inspection we spoke with five members of staff. There was only one small clinic that was held on the afternoon of our visit. We spoke with three people who used the service and their family members. We also left questionnaires and received a total of four responses.

From speaking with staff and reviewing feedback from people who used the service we saw that there were arrangements in place for obtaining consent from people. One person told us 'They did get my permission before doing anything.' Another person told us 'Yes, they asked me if I wanted the treatment.'

People received care and welfare that met their needs. People told us 'I was very much involved in my treatment and they met my individual needs.' We also saw that the service had plans in place for dealing with emergencies.

The provider had systems in place for managing cleanliness and infection control. We saw the property was clean and that cleaning was carried out regularly. There were procedures in place that assessed and managed the risk to people from the spread of infection.

The staff we spoke with told us they felt supported to do their job. Staff were suitably trained and qualified to carry out their roles.

The provider had a system in place to regularly monitor and respond to complaints.

26 February 2013

During a routine inspection

The service was efficiently organised and staff ensured that people had undergone all necessary investigations before attending for their appointment. This helped to reduce the number of times that people had to attend and this, together with the local setting, made the service popular with the people we spoke to. One person told us "It has all been good. I was phoned with a cancellation which meant I was seen very quickly. The appointment ran to time and everyone was very helpful." Another person told us "I had a warm welcome and everything seemed to work well. Overall it was an excellent service."

We found that the staff working in the service were aware of safeguarding matters and knew how and to who they would escalate a concern.

As a result of changes to the way in which staff were employed within the service, we found that there was confusion regarding the training, appraisal and supervision of some staff members. We have asked the provider to take steps to address this.

There were systems in place to monitor the quality of the service and to manage the risks associated with it's activities.