Passport Health

Updated 6 December 2021

Passport Health provides a wide range of travel medical services including immunisations and advice. The service is located at 172 North Gower Street London NW1 2ND. The building entrance is accessed via two steps from the pavement and there is wheelchair access is via a ramp. The service has access to consultation rooms and a waiting area for patients.

The opening hours are 9am to 6pm Monday to Friday and occasional Saturdays by appointment. The team comprises of a nurse operational manager and a nurse. The service is part of a multi-national clinic network.

How we inspected this service

We reviewed information sent to us by the provider remotely prior to attending the site to reduce the time spent on site in line with our Covid- 19 inspecting guidance. We spoke with the registered manager and the clinic nurse. We looked at records related to patient assessments and the provision of care and treatment. We also reviewed documentation related to the management of the service. We reviewed patient feedback.

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 6 December 2021

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 an announced comprehensive inspection at Passport Health as part of our inspection programme. 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 operations manager 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.

Our key findings were:

• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• The provider had systems in place to protect people from avoidable harm and abuse.
• There was a clear vision to provide a safe, personalised, high quality service.
• All staff we spoke to felt valued by the leaders and said there was a high level of staff support and engagement.
• Patients could access care and treatment from the service within an appropriate timescale for their needs.
• The service had a business development strategy that effectively monitored the service provided to assure safety and patient satisfaction.
• There was a focus on continuous learning and improvement.

The areas where the provider should make improvements are:

• Consider purchasing a defibrillator in order to be able to respond appropriately to medical emergencies.

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