Patient medical records were 'easily available' to doctors and nurses but 'stored securely' at London Clinic, watchdog found - amid probe into Kate Middleton private data 'breach'

Medical records are 'easily available' to doctors and nurses at the prestigious hospital where a member of staff allegedly tried to look up details about the Princess of Wales, a Care Quality Commission report revealed.

But CQC inspectors concluded that patient records were 'stored securely' at the London Clinic where the Princess underwent her planned abdominal surgery and stayed for 13 days in January.

Their report also praised staff for treating patients with 'compassion and dignity' and respecting their 'privacy and dignity'.

It revealed that the unannounced inspection was carried out in June 2021 after the CQC 'received information that gave us concerns about the safety and quality of services.'

The report added: 'Those concerns arose from several never events and serious incidents and numerous whistle-blowers around staffing and culture.'

It comes as three London Clinic workers who are under investigation by management over claims they tried to access Kate's private medical records are believed to have been suspended.

Prince William and Kate open the Royal Liverpool University Hospital on January 12, 2023

 The London Clinic private hospital in Marylebone is pictured yesterday as the probe continues

The private hospital in Marylebone was given an overall rating of 'good' in the CQC report, but it found that leadership and governance required improvement.

It was reported this week that a staff member had attempted to access the medical records of the Princess in what was said by an insider to be 'a breach of trust and ethics'.

Hospital bosses have refused to confirm when they were first made aware of the allegation, whether anyone had been suspended, or whether any private information was accessed.

Details about the hospital's approach to the management of medical reports emerged in the CQC report when it was published in September 2021.

The report said: 'Staff kept detailed records of patients' care and treatment. Records were clear, up-to-date, stored securely and easily available to all staff providing care.

'Patient's records were held in paper format and also electronically. Paper based records were stored securely in clocked cupboards at the nurses' stations. Staff could access patient records easily.

'We reviewed eight patient records across inpatient surgical wards and the pre-assessment unit. Patient records were detailed and staff had signed and dated all entries.

The CQC report in June 2021 said medical records are 'easily available' to doctors and nurses at the London Clinic, although inspectors concluded that these were 'stored securely'

It revealed that the unannounced inspection was carried out in June 2021 after the CQC 'received information that gave us concerns about the safety and quality of services'

'All inpatient records had care plans which identified all their care needs. Care plans had been reviewed when required.'

The CQC report gave the hospital a 'good' rating for its services being safe, effective, caring and responsive to peoples' needs, but in answer to the question, 'Are services well led?', it concluded: 'Requires improvement'.

The problems highlighted included 'an inconsistent approach to managing patient safety incidents' and learning from them not always being 'used to improve patient care'.

There was also criticism about some policies being out of date with 'ineffective systems to review them', and of a failure to have 'strong systems for monitoring the outcome of care and treatment'.

The report added: 'Some of the local audit results including controlled drug compliance audits, care bundle audit and consents audits were consistently below the provider's target for the period reviewed.

'The service did not investigate complaints fully and lessons learned were not always shared with staff. Leaders did not always have the skills and abilities to run the service.

The London Clinic private hospital is pictured yesterday as the investigation is carried out

Al Russell, chief executive of The London Clinic, said the allegations are being investigated

'The service did not always operate effective governance processes. Staff at all levels were unclear about their roles and accountabilities but did have opportunities to meet, discuss the performance of the service.

'Leaders and teams used systems to manage performance. However, risks were not always identified and escalated appropriately.

'The service collected data and analysed it. However, staff could not always find the data they needed, in easily accessible formats to understand performance, make decisions and improvements'.

The highlighted problems led to the CQC submitting a Warning Notice to the hospital under section 29 of the Health and Social Care Act 2008 requiring it to show how it was making governance improvements and meet its legal obligations.

But the report also praised the hospital in other respects, saying: 'Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs.

'Staff were discreet and responsive when caring for patients. Staff took time to interact with patients and those close to them in a respectful and considerate way.'

It added: 'Staff had training in key skills and understood how to protect patients from abuse. The service controlled infection risks well. Staff assessed risks to patients, acted on them and kept good care records.

March 19: Prince William attends a Homewards Sheffield Local Coalition meeting on Tuesday

March 11: Prince William and Kate are seen leaving Windsor together as they are driven in a car 

'Staff gave patients enough to eat and drink and gave them pain relief when they needed it. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.

'Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions.

'They provided emotional support to patients, families and carers. The service planned care to meet the needs of local people and took account of patients' individual needs.

'People could access the service when they needed it and did not have to wait too long for treatment. Some staff felt respected, supported and valued. They were focused on the needs of patients receiving care.

'Leaders and staff actively and openly engaged with patients, staff, equality groups, the public and local organisations to plan and manage services. They collaborated with partner organisations to help improve services for patients.'

The report praised cleanliness procedures at the hospital, but highlighted seven incidents between January and June 2021 when women patients arrived at the theatres without having had valid pregnancy tests.

March 10: Kensington Palace released the first picture of Kate since her abdominal surgery

December 25, 2023: Kate was last seen with her family attending church at Sandringham 

It also revealed the hospital was 'highly dependent' on agency staff, but said they were all made aware of procedures prior to shifts.

Anonymous staff members complained there was 'a cultural problem' where some felt 'their voices were silenced or unheard when raising concerns to senior managers'. Others believed 'there was a strong culture of fear amongst junior members of staff'.

A follow up CQC visit to the hospital in November 2021 found 'improvements had been made in the majority of areas noted within the warning notice'. But it added that inspectors still had 'concerns relating to the handling of complaints'.

Health minister Maria Caulfield revealed yesterday that police had been asked to look into allegations about a staff member attempting to access records for the Princess.

The Information Commissioner's Office (ICO) has already confirmed that it is looking into an alleged breach.

The London Clinic's chief executive Al Russell said in a statement: 'Everyone at The London Clinic is acutely aware of our individual, professional, ethical and legal duties with regards to patient confidentiality.

'We take enormous pride in the outstanding care and discretion we aim to deliver for all our patients that put their trust in us every day.

'We have systems in place to monitor management of patient information and, in the case of any breach, all appropriate investigatory, regulatory and disciplinary steps will be taken.

'There is no place at our hospital for those who intentionally breach the trust of any of our patients or colleagues.'

Details of the Princess's medical condition have not been disclosed, but Kensington Palace previously said it was not cancer-related and that she wished for her personal medical information to remain private.