An NHS eye clinic provider based in Buckinghamshire was rated ‘requires improvement’ after the health care watchdog's inspection found shortcomings. 

The Referral Management Centre – known as Rose House headquartered in Amersham -  provides eye clinic services for NHS patients across England. Its four locations were visited by the Care Quality Commission (CQC) inspectors on May 3, 4 and 6.

While the service, run by Operose Health (Group) UK Limited, also provides surgical procedures, treatment of disease and diagnostics, only the ophthalmology services fall within the CQC’s remit, and this was their first inspection.

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Overall, Rose House was rated ‘requires improvement’ because its safety and how well-led it was were rated in this category.

This is what CQC said: “The service did not have assurances that risks within host clinics were monitored and mitigated.

“Staff did not have assurances that emergency equipment was available or safe for use in the event of a patient deteriorating.

“The service did not control infection risk well. Clinics were cluttered, cleaning schedules did not provide assurances that areas were clean, and staff were not bare below the elbows.

“We observed staff training other staff in techniques that did not follow best practice.”

For example, at one site patient areas, including the waiting area and toilets were “visibly dirty,” the report said.

The inspector said: “We observed four staff members administering eye drops and one clinician did not wear gloves or disinfect their hands after treating each patient.

Lack of assurance that the Rose House or the host clinic staff had checked the resuscitation trolley was up to date and ready to go meant “there was a risk equipment would fail or not be available in an emergency situation,” CQC said.

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At one location a clinic room didn’t have appropriate sound insulation, despite Department of Health guidance stating that private conversations shouldn’t be overheard.

The regulator found staff didn’t always store and manage medicines safely, and at one location patients’ hands could access the sharps bins which wasn’t properly closed.

A spokesperson from Operose Health responded:  "In their recent inspection report, the CQC were extremely positive about the care our staff provide, highlighting the compassion and kindness offered to patients; respect for privacy and dignity and; the focus on individual and community needs.

“This is reflected in the feedback from our patients, with over 90% saying they would recommend our service to a friend or family member."

"The CQC inspected us against four areas, with two receiving Good ratings and two rated as requiring improvement.

“We would like to reassure our patients that we have provided additional assurance to the CQC on their concerns and have put an action plan in place already. We hope to demonstrate to the CQC that all issues have been resolved at the soonest possible opportunity."