Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at i-GP Virtual Doctor on 6 September 2018, as part of our comprehensive inspection programme.

Doc Reports Ltd provides an online clinic, consultation, treatment and prescribing service for a limited number of medical conditions to patients from England, Scotland and Wales. This service is known as i-GP Virtual Doctor and is coordinated via the following website: www.i-gp.uk

Our findings in relation to the key questions were as follows:

Are services safe? – we found the service was providing a safe service in accordance with the relevant regulations. Specifically:

• There were arrangements to safeguard people, including arrangements to check patient identity.
• Prescribing was in line with national guidance, and people were told about the risks associated with any medicines prescribed.
• Suitable numbers of staff were employed and appropriately recruited.
• Risks were assessed and action taken to mitigate any risks identified.

Are services effective? - we found the service was providing an effective service in accordance with the relevant regulations. Specifically:

• Following patient consultations information was appropriately shared with a patient’s own GP in line with GMC guidance.
• Quality improvement activity, including clinical audit, took place.
• Staff received the appropriate training to carry out their role.

Are services caring? – we found the service was providing a caring service in accordance with the relevant regulations. Specifically:

• The provider carried out checks to ensure consultations by GPs met the expected service standards.
• Patient feedback reflected they found the service treated them with dignity and respect.
• Patients had access to information about clinicians/GPs working at the service.

Are services responsive? - we found the service was providing a responsive service in accordance with the relevant regulations. Specifically:

• Information about how to access the service was clear and the service was available 24 hours, 7 days a week.
• The provider did not discriminate against any client group.
• Information about how to complain was available and complaints were handled appropriately.

Are services well-led? - we found the service was providing a well-led service in accordance with the relevant regulations. Specifically:

• The service had clear leadership and governance structures.
• A range of information was used to monitor and improve the quality and performance of the service.
• Patient information was held securely.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice