Perfect Eyes Ltd.

Updated 16 September 2022

Perfect Eyes Ltd is an independent provider of ophthalmic services to fee-paying patients from its location at 121 Harley Street, London W1G 6AX. The service is located within rented premises on the ground floor of the building. It consists of a large waiting room, two consultation rooms and an accessible toilet.

The service is a consultant-led provider of ophthalmic services. At this location, patients are seen for ophthalmic assessments, suture removals and pre and post-operation consultations. The sole medical practitioner carries out any ophthalmic surgery at a nearby independent private hospital, where she has practicing privileges.

As of April 2022, aesthetic procedures were no longer carried out at Perfect Eyes Ltd. The aesthetic arm had split into another clinic which employs an aesthetic practitioner and a therapist. This had allowed more medical and surgical procedures to be performed by the sole medical practitioner.

The day-to-day running of the service is provided by a service manager. The service is overseen by the sole medical practitioner and registered manager of the service. They also employ two administrative staff members.

The service offers pre-bookable face-to-face appointments to adults only. The service is open between 9:30am to 6:00pm Mondays to Fridays. The service sees approximately 40 patients per month, with 90% of patients from the UK and 10% from overseas.

How we inspected this service

We gathered and reviewed pre-inspection information before inspecting the service; this included their policies, guidelines and formal patient feedback. We spoke with the service manager and members of the administrative team remotely prior to the inspection. On the day of the inspection, we spoke with the registered manager, reviewed patients’ records, and carried out infection prevention and control checks, medication checks and premises and equipment checks.

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 16 September 2022

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 Perfect Eyes Ltd. This was part of our inspection programme as Perfect Eyes Ltd had not been previously inspected.

Perfect Eyes Ltd, located at 121 Harley Street, is an independent healthcare provider of ophthalmic services.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC which relate to particular types of regulated activities and services and these are set out in Schedule 1 and Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Perfect Eyes Ltd provides a range of non-surgical cosmetic interventions which are not within CQC scope of registration. Therefore, we did not inspect or report on these services.

The sole medical practitioner 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 had clear systems and processes to keep people safe. This included systems in respect of recruitment, infection prevention and control, medicine management, safety alerts and significant events.
• Risks to patients and staff were assessed, monitored and managed to mitigate risk.
• The sole medical practitioner had systems in place to ensure the service was up to date with current evidence-based practice.
• The service was actively involved in quality improvement activity. This included audits for prescription medication, health and safety, consent and patient satisfaction.
• Staff members had the skills, knowledge and experience to carry out their roles.
• We saw evidence of staff working alongside other organisations to deliver effective care and treatment.
• Patients were treated with dignity and respect. Feedback from patient reviews reported that staff were kind, caring and attentive.
• The service was tailored to meet the needs of individual patients and patient concerns were responded to appropriately to improve quality of care.
• The leadership, governance and culture at the service was used to drive and improve the personalised patient focused level of care the service provides.
• There was compassionate and inclusive leadership at all levels, with staff reporting leaders were visible and approachable.
• The service involved patients to support high-quality sustainable services.
• We saw evidence of systems and processes for learning, continuous improvement and innovation.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services