Archived: Harborne Court

Updated 13 January 2020

HealthHarmonie Limited is the registered provider of Harborne court. The provider’s head office and the location that is registered with CQC is Suite B, Harborne Court 67-69 Harborne Road, Birmingham, West Midlands B15 3BU. More information about the service can be found on their website www.healthharmonie.co.uk.

Harborne Court (referred to as HealthHarmonie Ltd in this report) provides community-based NHS healthcare services to patients nationally. HealthHarmonie Ltd provides ophthalmology, minor surgery, gynaecology and ultrasound services to adults. The service provides dermatology services to adults and children.

The service does not have a registered list. Patients are referred into the service by a GP or optometrist from the Clinical Commissioning Group (CCG) or NHS trust they have a contract with. Services are provided from mostly GP practices or health centres. At the time of the inspection HealthHarmonie Ltd had 78 service level agreements in place for the use of facilities from which services were delivered from.

The provider ensures staff have remote access to patient care records and their quality assurance system, this allows staff to deliver services nationally.

The provider has a management board, which is made up of a chairperson, managing director, operations and commercial director, finance director, governance director and medical advisory committee chairman. The chairperson of the board is registered with CQC as the registered manager.

The provider employs a total of eight clinical and 141 non-clinical staff. In addition to this, 127 clinical staff work under practising privileges (permission granted through legislation to work in an independent hospital clinic).

The service operates between 6am and 8pm Monday to Sunday. Opening times vary for each service and site they are delivered from. The call centre at Harborne court, is open for queries and booking appointments between 8am and 8pm Monday to Thursday, 8am and 5pm on Friday and between 9am and 5pm on Saturday.

How we inspected this service

Before the inspection we reviewed information the provider sent us, any information we held on the service and any information that was available to the general public. We also contacted Clinical Commissioning Groups (CCGs) that hold contracts with the service.

During the inspection we spoke with clinic staff, administration and call centre staff, members of the board and senior leadership team and people using the service, we reviewed feedback from people using the service, made observations and reviewed documents and patient records.

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 13 January 2020

This service is rated as Good overall. The service has not been inspected before.

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 Harborne Court (also known as HealthHarmonie Ltd) as part of our inspection programme.

As part of this inspection we visited the provider’s head office; Suite B, Harborne Court 67-69 Harborne Road, Birmingham, West Midlands B15 3BU and five sites from which services were delivered. The sites we inspected were:

• Cobridge Community Health Centre, Church Terrace, Cobridge, Stoke-on-Trent, ST6 2JN. Inspected on 7 November 2019
• Sparkhill Primary Care Centre, 856 Stratford Road, Sparkhill, Birmingham, B11 4BW. Inspected on 13 November 2019
• Monkspath Surgery, 27 Farmhouse Way, Shirley, Solihull, B90 4EH. Inspected on 18 November 2019.
• Marysville Medical Practice, Brook Street, Shrewsbury, SY3 7QR. Inspected on 20 November 2019.
• Bentilee Neighbourhood Centre, Dawlish Drive, Bentilee, Stoke-on-Trent, ST2 0EU. Inspected on 6 December 2019.

This service is registered with CQC to provide the following regulated activities: Diagnostic and screening procedures, Surgical procedures and Treatment of disease, disorder or injury.

The chairperson of HealthHarmonie Ltd 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.

During the inspection, 90 people provided feedback about the service. Feedback was positive about the service and included that staff were kind and caring. People using the service told us they felt listened to and staff treated them with respect and dignity. People described the service as excellent, professional and efficient.

Our key findings were:

• The provider had implemented a wide range of policies and processes to keep people using the service safe. We found while most policies and processes were operating as intended, there were some gaps. The provider responded immediately to our concerns to ensure all policies were operating as intended and/or made improvements to systems where appropriate.
• All staff had appropriate access to information to deliver a safe and effective service.
• The provider monitored the effectiveness of their service through satisfaction surveys and audits. We saw evidence of action plans and subsequent improvements in quality.
• Patient feedback was positive about clinical staff and the service overall. The provider had identified where patient satisfaction was lower; for example telephone access and administration errors and responded appropriately to improve the quality of the service.
• Staff we spoke with at all levels were passionate about providing patient centred care.
• The leadership team were experienced and listened to concerns from people using the service, staff and external organisations to improve the quality of services.
• The leadership team encouraged staff to develop and be involved in research and innovation to improve the quality of the services delivered.

We saw the following outstanding practice:

• There was clear evidence of the senior leadership team actively seeking out feedback on their services from a variety of sources, listening to concerns, identifying and taking prompt and appropriate action and then closely monitoring the effect on quality.

The areas where the provider should make improvements are:

• Continue to monitor and assess how effective and well embedded systems and processes are in order to make further improvements were needed.
• Continue to explore ways to communicate with staff who work remotely to keep them updated with learning from patient feedback and incidents.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care