Our Clinic Registrations
Official Care Quality Commission registration and inspection details for our London and Surrey locations.
Central London (Holborn) Clinic
CQC Registration Status: Phoenix Ultrasound Holborn is registered with the Care Quality Commission (CQC) to provide regulated healthcare services in England.
Before registration, the CQC assessed our application, including our governance, leadership, policies and procedures, to ensure the service was likely to be safe, effective, caring, responsive and well-led. New services are routinely inspected following registration.
Banstead, Surrey Clinic
Our Banstead clinic is registered and regulated by the Care Quality Commission (CQC) and was inspected in April 2025, with the report published in September 2025. Following this inspection, the service received an overall rating of “Requires Improvement.”
A “Requires Improvement” rating means that the service is meeting essential standards of care, with some areas identified where further improvements were required to ensure consistency across all aspects of the service. We have taken this feedback positively and have been proactively strengthening our systems, processes, and patient experience since the inspection.
The CQC Assesses Healthcare Providers Across Five Key Areas
The CQC assesses healthcare providers across five key areas. Explore the inspection findings, existing strengths, and the proactive improvements we have implemented across each domain.
1. Safe
CQC Inspection Summary: The CQC identified that improvements were needed to ensure a more consistent approach to patient safety, infection prevention, and staff supervision at the time of inspection in April 2025.
What We Have Improved
Since the inspection, we have taken clear and structured steps to strengthen safety across the service:
- A dedicated Infection Prevention and Control Lead was appointed in August 2025, alongside the introduction of enhanced infection control procedures and regular monitoring, ensuring the clinic environment is consistently clean, safe, and well-maintained.
- Following changes in leadership and governance in early 2025, we introduced regular staff supervision and appraisal systems to support continuous professional development and maintain high standards of care.
- Strengthened clinical governance and oversight, with safety and quality checks embedded directly into our day-to-day clinical workflow.
Existing Strengths Recognised by CQC
The CQC recognised that our staff are appropriately trained and up to date, with the right skills, qualifications and experience, and that patients can raise concerns confidently, with risks identified, managed, and incidents appropriately reviewed to support safe, high-quality care.
We continue to review and monitor these improvements regularly as part of our ongoing commitment to patient safety and high-quality care.
2. Responsive
CQC Inspection Summary: The CQC rated our service as Good for responsiveness, recognising that patients were involved in decisions about their care, received fair and equal treatment, and found the service accessible and supportive.
The inspection identified that information was not always provided in a way that was easy for all patients to understand.
What We Have Improved
To enhance patient communication and accessibility, we have:
- Introduced updated patient information leaflets (from September 2025), with further improvements published in January 2026, ensuring information is clear, accessible, and easy to understand.
- Made comprehensive information available across multiple formats, including our website, clinic waiting areas, and direct explanation by our clinical and administrative team.
- Ensured patients and their families can ask questions and receive clear guidance at any stage of their care.
3. Effective
CQC Inspection Summary: The CQC rated our service as Good for effectiveness, recognising that care is delivered in line with best practice, with assessments that take account of each patient’s individual health needs.
The inspection noted that while patients were involved in decisions about their care, communication during procedures could be further improved to ensure information is consistently clear and accessible.
What We Have Improved
To strengthen informed decision-making and patient communication, we have implemented a more structured approach:
- Patients are provided with clear information and consent forms in advance of their appointment via text and email, allowing time to review and make informed decisions prior to their appointment.
- Our clinical team have reinforced communication before, during, and after appointments to ensure patients fully understand their care and procedures.
4. Caring
CQC Inspection Summary: The CQC identified that, while patients were treated with kindness, compassion, and respect, improvements were needed to ensure that privacy and dignity were consistently maintained during all examinations.
What We Have Improved
At the time of inspection, our clinics operated within a controlled and staff-managed environment, and privacy measures were in place. However, our previous policy in April 2025 only required examination room doors to be secured for intimate procedures; following CQC feedback, we have reviewed and strengthened our policies to ensure all examination rooms are properly secured before every scan regardless of the type of examination, enhancing patient privacy and dignity in full alignment with CQC recommendations.
5. Well-led
CQC Inspection Summary: The CQC rated our service as Good for leadership, recognising a strong team culture, with leaders who are visible, supportive, and approachable, and staff who feel valued, respected, and able to provide feedback openly.
The inspection noted that further development was needed to ensure a fully consistent understanding of governance and regulatory requirements across the team.
What We Have Improved
We have continued to strengthen our leadership and governance by:
- Enhancing staff training and discussions on governance and regulatory standards through regular team meetings.
- Reinforcing a culture of continuous learning, accountability, and shared responsibility across all clinical and support staff.
- Ensuring all staff have a clear understanding of their roles, responsibilities, and regulatory expectations.
These improvements build on our existing strengths, supporting a well-led, transparent, and continuously improving service.
Committed to Safe, High-Quality Care
We are committed to delivering safe, effective, and patient-centred care, and we continuously use feedback from both the CQC and our patients to improve our service. Our goal is to ensure every patient experience is clear, comfortable, and of the highest standard, from first contact through to follow-up care.
People’s Experience
Patient experience is central to how we deliver care. We are proud to receive consistently positive feedback from our patients, reflecting our commitment to professionalism, compassion, and high-quality service.
How We Communicate With Patients
The CQC noted that, in some cases, patients would have benefited from more detailed explanations during their scan. In response, we have strengthened how we communicate:
- Clear Explanations: Providing clearer explanations of procedures before, during, and after appointments.
- In-Clinic & Online Guidance: Comprehensive patient materials and scan information available across all channels.
- 24-Hour Detailed Reports: Complete clinical measurements and findings provided within 24 hours, with opportunities to discuss results.
- Multilingual Support: Interpretation and translation services to support inclusive communication for patients whose preferred language is not English.
What Patients Value About Our Service
Direct feedback from patients and their families consistently highlights the aspects of care that matter most:
- Compassionate Professionals: Clinical staff are professional, respectful, attentive and caring.
- Fast & Accessible Appointments: Easy online booking with same-day and 7-day appointment availability.
- Dignity & Respect: Patients feel listened to, unhurried, and treated with utmost privacy throughout their visit.