We carried out an announced comprehensive inspection of HealthClic Limited on 4 September 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 service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

The provider is registered with the CQC to carry out the regulated activities diagnostic and screening procedures and treatment of disease, disorder or injury.

The service provides face-to-face private GP appointments for adults and children in their home or hotel. The service does not see any patients at its registered premises. Therefore, we were unable to speak to any patients during the inspection. However, four patients provided feedback directly to the Care Quality Commission (CQC). All comments were positive about the service experienced. Patients told us they felt the service was professional and the team were friendly, compassionate and caring.

Our key findings were:

• There were systems in place to safeguard children and vulnerable adults from abuse and staff we spoke with knew how to identify and report safeguarding concerns. Staff had been trained to a level appropriate to their role.
• The service had systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the service learned from them and improved their processes.
• The provider carried out staff checks on recruitment, including checks of professional registration where relevant.
• Clinical staff we spoke with were aware of current evidence-based guidance and they had the skills, knowledge and experience to carry out their roles.
• There was evidence of quality improvement, including clinical audit.
• Consent procedures were in place and these were in line with legal requirements.
• Systems were in place to protect personal information about patients. The service was registered with the Information Commissioner’s Office (ICO).
• Patients could access care and treatment from the service within an appropriate timescale for their needs.
• Information about services and how to complain was available.
• The service had proactively gathered feedback from patients.
• Governance arrangements were in place. There were clear responsibilities, roles and systems of accountability to support good governance and management.
• The provider was aware of and complied with the requirements of the Duty of Candour and encouraged a culture of openness and honesty.

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

• Review the system for documenting patient interaction in clinical notes.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice