Click Hearing Upminster

Updated 8 November 2022

We inspected this service as part of our ongoing independent health inspection programme.

Click Hearing is a diagnostic service providing audiology services, hearing care and hearing aid services. The main activity of the service is hearing needs assessments, the dispensing of hearing aids and tinnitus assessments, which are not categorised as regulated activities by the CQC. The service is registered with the CQC to carry out audiovestibular balance assessments for children and adults, and hearing needs assessments on children and young people aged 0-19 outside of a school setting. These activities accounted for a small proportion of the service's work.

The registered manager of the service has been in post since 2001 when the company was established. The service was registered with the CQC at the current location in October 2021 to provide diagnostic and screening procedures and treatment of disease, disorder or injury. Prior to that it was registered at a nearby address, and last inspected in January 2018 when we served one requirement notice. The service was not rated following the 2018 inspection.

The service operates over 5 sites, in Upminster, Chelmsford, Hornchurch, Ramsden Health, and Springfield Hospital. We inspected the Upminster location only, where there were two clinic rooms, a reception area, storage and office rooms.

Updated 8 November 2022

We had inspected, but not previously rated this service. As a result of this inspection we rated it as good because:

• Systems had been put in place to improve the management of risks within the service. The registered manager had a good understanding of the service’s challenges and risks, and there was a good safety record for the service with no reported safety incidents.
• There was a good standard of cleanliness, and the provider had undertaken appropriate actions for infection control during the height of the Covid-19 pandemic, and continued to take appropriate precautions including wearing masks during consultations.
• The service used some highly specialised and innovative equipment. Staff were supported to develop and learn new skills. The staff we met were passionate about ear care and providing a good service for the community, and felt well supported within the service.
• Staff demonstrated a kind, patient and professional service to patients. They actively involved patients in their assessment and treatment. Patients and relatives we spoke with were very positive about their experience with the service.
• There were no waiting lists for the service. Patients could often access same day appointments.
• Audiologists sought patient consent before treatment and recorded this as appropriate.
• The registered manager gave all new staff a full induction tailored to their role before they started work. Audiologists said that they were provided with extra support and supervision in their first few months at work in the service. Staff were clear about their roles and accountabilities.
• Staff described regular supervision and opportunities to meet, discuss and learn from their performance within the service,
• Patients received surveys by text after every consultation, to provide feedback about the service. Staff were able to provide feedback and suggestions about the service through the staff portal. Staff confirmed that the registered manager consulted with them about the running of the service.
• Referrers to the service spoke very highly of the assessments and reports provided, and the efficiency of the service.

However:

• Despite some improvements in developing more formal governance systems for the service, we found gaps in recording of staff recruitment checks, training and supervision, cleaning records and audits for the service.

Updated 8 November 2022

See the summary above for details.