Ravenscroft Healthcare Limited

Updated 8 August 2019

Ravenscroft Healthcare Bletchley operates from a large single-story building on Westfield Road,Bletchley, Milton Keynes MK2 2RA.

The clinic offers a complete cycle of care; from initial assessment, the immediate treatment of pain and sports injury rehabilitation through to lifestyle changes and preventative exercise for complete body and mind well-being. The clinic is staffed by two GPs with specialist interests in Musculoskeletal (conditions affect the joints, bones and muscles, and also include rarer autoimmune diseases and back pain), six extended scope physiotherapists and one specialist scope psychotherapist.

Ravenscroft Healthcare is an independent provider who provides NHS funded care commissioned by Milton Keynes Clinical Commissioning Group (CCG). Patients can self-refer to this service, referrals are also received from GPs, consultants both NHS and independent as well as other health care professionals.

The Bletchley clinic is open from 8am to 6pm Mondays to Fridays, except for Wednesdays when the clinic is open until 7pm. Saturday opening times are from 9am to 3pm. The clinic has a central customer service team to manage appointment bookings and queries.

The inspection was led by a CQC inspector who had access to advice from a GP specialist advisor who attended the inspection.

Information such as quality improvement activities, management of incidents and complaints was received from the provider and reviewed before the inspection.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 8 August 2019

This service is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The service was inspected in July 2018 at which time they were found to be meeting regulations, but a rating was not given. 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 and provide a CQC rating.

This service is registered with CQC under the Health and Social Care Act 2008 for the provision of treatment of diseases, disorder or injury. There are some services provided by Ravenscroft Healthcare Bletchley which are out of scope of regulation; therefore, we were only able to inspect the GPs consulting clinics which offered treatment for musculoskeletal concerns (injuries and disorders that affect movement in the body) and health assessments.

The clinical lead 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.

We asked for CQC patient comment cards to be completed by clients in advance of the inspection. We received 23 completed comment cards, which were very positive about the standard of care received. Clients reported that they were listened to and provided with good information about the treatment they would receive. They reported that staff were efficient and caring.

Our key findings were:

• The service had clear systems to respond to incidents and measures were taken to ensure incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• Systems were in place to deal with some medical emergencies and clinical staff were trained in basic life support.

• The service carried out risk assessments such as fire, and health and safety to support the monitoring and mitigation of potential risks. There were systems in place to reduce risks to patient safety. We saw that infection control, health and safety audits had been carried out as well as fire risk assessments.

• Patients were provided with information about their procedures, possible side effects and after care.

• Systems were in place to protect personal information about patients.

• An induction programme was in place for all staff and staff received induction training linked to their roles and responsibilities.

• Clinical staff were trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• The service encouraged and acted on feedback from patients. Patient survey information we reviewed as well as completed CQC comment cards demonstrated a high level of patient satisfaction with the service.

• Information about services and how to complain was available.

• The service had good facilities, including disabled access. It was equipped to treat patients and meet their needs.

• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

• There were governance systems and processes in place to ensure the quality of service provision.

There were areas where the provider could make improvements and should:

• Take action to include the sphygmomanometer and pulse oximeter in the equipment identified for calibration.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care