Archived: MSMB Healthcare - Harley Street

Updated 4 September 2019

MSMB Healthcare – Harley Street operates under the provider MSMB Healthcare Ltd. The provider is registered with the Care Quality Commission to carry out the regulated activity of diagnostics and screening procedures, maternity and midwifery services and treatment of disease, disorder or injury. The location we visited as part of our inspection is 69 Harley Street, London, W1G 8QW. This location is shared with other services such as alternative medicine and osteopathy.

Dr Drashnika Patel 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. This service is a new service set up in 2106 and on average sees four patients a week, it is made up of two doctors and an administration staff member/personal assistant.

This service is open Monday to Friday between 9am and 6pm, appointment times are scheduled to suit patients’ needs and out of hours appointments are booked directly with the doctors via a mobile phone number that was monitored 24 hours a day, seven days a week. Services provided are general practice services with most patients attending for acute illnesses. For more information on the practice please visit their website at: www.conciergedoctor.co.uk

Patient records are all computer based. The service refers patients when necessary to other private providers as well as NHS services.

How we inspected this service

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.

Our inspection team was led by a CQC lead inspector. The team included a second CQC Inspector and a GP specialist advisor.

Updated 4 September 2019

This service was previously inspected on 13 June 2018 but was not rated

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 an announced comprehensive inspection at MSMB Healthcare - Harley Street on 31 July 2019 as part of our inspection programme to rate independent healthcare services.

MSMB Healthcare- Harley Street is an independent health service based in central London, where general practitioner services are provided.

Dr Drashnika Patel 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 received eight completed comment cards from patients using the service. All comments received were positive about the service and staff. We did not speak with any patients as the service was not seeing any patients on the day of the inspection.

Our key findings were:

• Most risks were well managed; however, we identified a lack of oversight in relation to some environmental risks.
• Systems were in place to ensure patients were safeguarded from abuse. Staff demonstrated that they understood their responsibilities and had received training on safeguarding relevant to their role.
• The service organised and delivered services to meet patients’ needs. It took account of patient needs and preferences to deliver a tailored service.
• Policies and procedures to govern activity were in place and reviewed annually. There was a complaints process in place and feedback from patients received was positive about patient experience.
• There were effective governance systems and processes in place.

The areas where the provider should make improvements are:

• Develop a system to gain assurance that environmental risk assessments such as Legionella have be carried out and any actions to ensure safety have been completed
• Ensure equipment remains safe and maintained according to manufacturers’ instructions

Dr Rosie Benneyworth BM BS BMedSci MRCGPChief Inspector of Primary Medical Services and Integrated Care