masta travel clinic bristol

Priory Medical Centre, Wells, Somerset, BA5 1XJ

Tel: 01749 601 333

HOLIDAY TRAVEL

Travel abroad - for registered patients only..

If you are travelling abroad it is sensible to make provision for travel vaccinations a minimum of 6 weeks before your expected date of travel.

The surgery has a full stock of all vaccines and can give guidance to our patients on health matters relating to your time abroad. You too can research various travel requirements using the links below.

Our Practice Nurses have uptodate  information and would be delighted to discuss your individual requirements.

If you would like to obtain your vaccinations from us then please complete our Online Travel Questionnaire . These are also available in paper format from reception. One of our nursing team will then research all the latest advice and guidance before contacting you to make an appointment. At this stage you will also be informed of any fees and charges.

Please note that your appointment should not last any longer than 15 minutes

Please note that if a private prescription is needed this will cost £12 as well as the cost of the medication from the pharmacy

Travel Health Pro - Comprising the travel health resources of the National Travel Health Network and Centre (NaTHNaC).

Foreign and Commenwealth Office

NHS Immunisation - the most comprehensive, up-to-date and accurate source of information on vaccines, disease and immunisation in the UK.

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Nomad Travel Clinic 38 Park St, Bristol, Somerset BS1 5JG Tel: 01341 555 061

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Poor service - use boots instead

Awful customer service and communication. After having booked a course of three rabies jabs, I had appointments cancelled on the day before on four separate occasions. On one occasion I had actually travelled all the way there before being told the jabs weren't in stock. It baffles me that they would not reserve three rabies jabs for me after I'd paid well over £200 for the course - only telling me that they'd been used for other patients the day before the appointment. The customer service staff were useless - I was told I would have to rebook at another clinic on the other side of London. They seem to have no idea what they are doing - just use boots instead

Date of experience : 22 May 2024

Fantastic Masta Travel Clinic service…

Fantastic Masta Travel Clinic service at Bellshill, Scotland (inside Lloyds Pharmacy). Tara checked our travel plans thoroughly and we were vaccinated in no time - we hardly even felt them!. She shared some useful advice and tips and it was clear that she is both very experienced in her job and well travelled too. Thanks Tara :)

Date of experience : 20 October 2022

Utter garbage

Travelled 30 minutes to their clinic for an appointment made two weeks prior, only to be told that there was no Pharmacist available on site for the next three weeks, so they couldn't do my vaccinations. No attempt was made to contact me to notify me ahead of time. Terrible customer service. Will avoid at all costs in future.

Date of experience : 04 February 2022

Went for bloods for chicken pox tv…

Went for bloods for chicken pox tv needed for work , should hear in 24 hrs, week later, no results contacted to be told lab out of reagent, don’t know when have it in ?? Rang April mid wats happening, need to go back to work , we will get the nurse to email you, nothing week later , now sat Qi ng on phone 40 mins and counting , paid £180.00, no refund

Date of experience : 23 April 2021

Computer and call centre says no

The booking system is a bit accurate , the website cannot accept payments , they don’t answer their phones . There comes a point after three days of trying to give this company money that you give up and go elsewhere The service may well be good but it’s just trying to get to the place where you actually have an appointment

Date of experience : 04 November 2017

AVOID AVOID AVOID DONT WASTE YOUR TIME

Made first appointment for 2nd October. Every appointment I make they cancel a few days before, It’s now mid October and yet again another one cancelled this is my 4th appointment for my daughter. Next one they can offer is 22nd November. I’ve wasted so many days annual leave on this and they keep coming up with excuses such as oh it’s closed that day? Then why did you book me in? Same excuse every single 4 times. Would be better if they were just honest. Avoid this company, and I will be advising all my travel customers to do so to.

Date of experience : 12 October 2020

utterly not fit for purpose

Wasted 15 minutes in total today on hold to 2 different numbers. Online system isn't fit for purpose - not clear and not user friendly. I get that its 2019 and we like to do things online but when your life potentially depends on it and someone is going to be sticking something in your arm, I like to speak to a human first. I stopped waiting on hold and tried to call one of their listed clinics local to me - and i got an answer machine. Tried another one and it diverted me back to the Masta (not so ) hot line. Seriously - how hard is it? I gave up in the end and googled, found another (non Masta) clinic near me who answered within 3 rings, gave me all the information I needed and got me an appointment the following morning.

Date of experience : 30 January 2019

Technical issues and poor communication.

Booked for a flu jab for me and my daughter. The clinic was closed - they had moved address without informing me. I also waited on the line for twenty minutes only to be hung up on instantly when an customer service rep finally picked up (someone pressed the wrong button?), and so I had to wait again. I am also unable to submit an enquiry form through their website. Seems like no aspect of their operation is working.

AVOID at all costs

AVOID at all costs! Lloyds Pharmacy LP5264. Charged me £20 for consultation then booked me for a Yellow Fever jab. The night before, called….no stocks and there was a double booking. Rescheduled for today…2 weeks later. Called an hour beforehand to tell me no stocks! Phone left ring for 1 hour. Central booking system is a disgrace. I travel in 2 weeks and had I not found an alternative provider, I would be unable to travel. Total disregard for the customer but happy to take their money and fail to provide the service.

Date of experience : 30 January 2023

MASTA Harrogste .Really poor customer service

Booked an appointment at the MASTA clinic in Harrogate.for 3 00pm. Receptionist said it won't be long to wait because the nurse was running to time. At 3 25 I enquired how much longer I would have to wait. I was told a few minutes becauae the nurse was training a pharmacist. I'm all for training but if you have an appointment system it is contemptuous of the clinic to just ignore the system. There was no proper explanation, no apology and I was left to reflect on the fact that where there is a monopoly and no choice of provider the patient is poorly served because no matter how poir the service there's no danger of the provider losing their contract to deliver the service and no incentive to provide a good service.

Date of experience : 09 December 2019

Take your money for no service

Booked fit to fly and day 2 PCR at £79.00 each Had the first test done in Lloyds in ST Andrews and was told I would be lucky to get the result in time. Due to the delay I changed my flight While away the rules on day 2 changed so I cancelled the PCR and organised a lateral flow test elsewhere On my return I telephoned Lloyds in St Andrews to confirm cancellation which they did. They also advised me to check my credit card statement to see if I had been charged which I had. On contacting MastaTravel health I was told the charge was non refundable. I would recommend to anyone to avoid dealing with this company. The service is appalling and they are only interested in your money. Hopefully soon their services will no longer be required if politicians see sense.

Date of experience : 03 February 2022

Nearly got wrong vaccination!

My husband an I made appointment for travel vaccination through Masta at Boots, only to find when we arrived that Masta had told the pharmacist to order the wrong vaccines. Fortunately he checked with us before pumping us both full of the wrong chemicals. We therefore wasted both time and money on fares to get to Boots. Masta deny the mistake is theirs and will not agree to compensate us for the money we have lost. The appointments were hard enough to get on a Saturday as Masta have completely indequate numbers of appointments available at times convenient to those in full time work and now we have had to rearrange at great inconvenience on weekdays and on different days to each other.

Date of experience : 07 April 2014

DON'T GO! Terrible experience

DON'T GO!! Horrible experience for a COVID-19 PCR test for travelling. 48h after doing my test they had not sent my test to the lab. They blamed Royal Mail and lied to me while Royal Mail gave me proofs. I lost a day, trying to find out where my test was because at their phone number they would not help me at their email neither. I lost 145 pounds had to repeat the test with another company and they did not deliver the test on time. And more than 48hr after I sent my complaint they haven't even answered. Shameful

Date of experience : 19 December 2020

Joke company

Paid £20 for an initial consultation and then took a day off work to go for vaccinations total cost is well over £100. Turn up for my appointment and no one has a clue about it at the Charlton branch of Lloyd's pharmacy. Total joke. They are supposed to be calling me back! Doubt they will. Ironically if I was to cancel they would've charged me £20 but who is going to compensate me for my lost time and wages???

Date of experience : 30 April 2019

Highway Robbery and Total Inefficiency

Highway Robbery and Total Inefficiency I booked on line for my son, paid my £20, and up until the phone consultation all was well. The consultant was OK and she supposedly made the appointment at Boots Newcastle for the injections.This was confirmed in an email and included the address for Boots. We turned up on time only to be told that branch did not do injections and we should go to another branch, not too far away. When we got to the right branch we were told we didn't have an appointment at that branch or any other in Newcastle. I've tried to complain to Masta but they don't seem to want to give out a central telephone number and their online contact form clearly doesn't work, I've sent a few off without reply. What a shower!!! Due to these delays my son has had to miss out one recommended injection before a trip to India as we were then left with insufficient time for a second injection/dose. To add insult to injury we discovered that Boots have their own Travel Clinics in selected stores and their consultation is free. Avoid Masta, go direct to Boots.

Date of experience : 03 June 2019

Would use again...

Booked an appointment for some travel vaccines. Received good advice from Tara at the Bellshills branch and received our vaccines the same day. Would use again.

Date of experience : 18 October 2022

MASTA HARROGATE. Faultless. Recommended

MASTA HARROGATE. Mowbray Square. Absolutely top class. From the pleasant and informative receptionist to the experienced, expert and thorough travel nurse - faultless. Best experience of this system I've had and I'm a medical professional. Highly recommended.

Date of experience : 17 January 2019

Requested very simple advice regarding…

Requested very simple advice regarding a vaccination to be told “I don’t know, I’m not medically trained”. This is fair enough, however the question didn’t require a medical answer and the ‘can’t be bothered’ attitude just put me off using them completely.

Date of experience : 26 July 2022

highly satisfied

highly satisfied. good job for the price!!

Date of experience : 03 September 2019

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• Independent doctor

Archived: MASTA Travel Clinic - Bristol

STA Travel, 43 Queens Road, Bristol, BS8 1QQ (0117) 929 4824

Provided and run by: MASTA Limited

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30 april 2019, during a routine inspection.

This service is rated as Good overall. (Previous inspection December 2017).

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 MASTA Travel Clinic - Bristol under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

MASTA Travel Clinic – Bristol is a private clinic providing travel health advice, travel and non-travel vaccines, blood tests for antibody screening and travel medicines such as anti-malarial medicines to children and adults. In addition, the clinic holds a licence to administer yellow fever vaccines.

This location is registered with CQC under the Health and Social Care Act 2008 in respect of some, (the provision of advice or treatment by, or under the supervision of, a medical practitioner, including the prescribing of medicines for the purposes of travel health) but not all, of the services it provides. There are some general exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At MASTA Travel Clinic - Bristol services are provided to clients under arrangements made by their employer with whom the servicer user holds a policy (other than a standard health insurance policy). These types of arrangements are exempt by law from CQC regulation. Therefore, at MASTA Travel Clinic - Bristol we were only able to inspect the services which are not arranged for clients by their employers whom the client holds a policy (other than a standard health insurance policy.

During the inspection we reviewed five completed CQC comment cards which described the service as efficient and staff as caring, efficient, knowledgeable and respectful.

Our key findings were:

• The clinic had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the provider learned from them and improved their processes.
• The provider routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence based guidelines and up to date travel health information.
• Each client received an individualised travel health brief containing a risk assessment, health information including additional health risks related to their destinations and a written immunisation plan specific to them.
• Staff involved and treated clients with compassion, kindness, dignity and respect. Care Quality Commission comment cards completed by clients prior to our inspection were all positive about the standard of care received.
• There was a leadership structure in place with clear responsibilities, roles and systems of accountability to support good governance and management. Staff felt supported by the leadership team and worked well together as a team.
• The provider was aware of the requirements of the duty of candour.

The areas where the provider should make improvements are:

• The provider should consider photographic identification checks for adults with parental responsibility in order to ascertain correct identity.
• The provider should review policies in line with their renewal dates.

Dr Rosie Benneyworth BM BS BMedSci MRCGP Chief Inspector of Primary Medical Services and Integrated Care

21 December 2017

We carried out an announced comprehensive inspection on 21 December 2017 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe.

We found that this service was providing safe care in accordance with the relevant regulations

Are services effective?

We found that this service was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this service was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this service was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this service was providing well-led care in accordance with the relevant regulations.

Following our comprehensive inspection of the MASTA Travel Clinic - Bristol on 13 January 2016 the location was not providing safe care in accordance with the relevant regulations. We found the registered nurses who assessed and treated children at the location were not trained to the appropriate competency for safeguarding children. We issued a requirement notice for Regulation 13 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Safeguarding service users from abuse and improper treatment. We checked this area as part of this comprehensive inspection and found the registered nurses had received appropriate training. The service is now meeting this requirement.

There had been other areas identified where the provider could make improvements such as publicising complaint procedures; providing information on chaperone services; labelling and directions on prescribed medicines and making reasonable adjustments for people with physical or sensory disabilities, and people whose first language is not English. We checked these areas as part of this comprehensive inspection and found they had been resolved.

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

MASTA Travel Clinic – Bristol is a private clinic providing travel health advice, travel and non-travel vaccines, blood tests for antibody screening and travel medicines such as anti-malarial medicines to children and adults. In addition the clinic holds a licence to administer yellow fever vaccines. This location is registered with CQC in respect of the provision of advice or treatment by, or under the supervision of, a medical practitioner, including the prescribing of medicines for the purposes of travel health.

The clinic is registered with the Care Quality Commission under the Health and Social Care Act 2008 to provide the following regulated activities: Diagnostic and screening procedures and Treatment of disease, disorder or injury. The lead nurse 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.

• Staff involved and treated patients with compassion, kindness, dignity and respect. Care Quality Commission comment cards completed by clients prior to our inspection were all positive about the standard of care received. They told us the nurses were caring, efficient, professional and knowledgeable.

13 January 2016

We carried out an announced comprehensive inspection on 13 January 2016 to ask the service the following key questions; are services safe, effective, caring, responsive and well-led?

We found that this service was not providing safe care in accordance with the relevant regulations.

MASTA Travel Clinic – Bristol is a private clinic providing travel health advice, vaccinations and travel medicines to children and adults. The clinic has two treatment rooms that are located within a STA Travel shop. There is usually one or two clinical nursing staff running the clinic; there is a lead nurse for the clinic and two nurses who work part-time. The travel health service is available daily Monday to Saturday.

The Regional Clinic Manager (South) 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.

Six people provided feedback about the service on comment cards. Five out of six people mentioned that the environment was clean and hygienic. All six people commented that they were pleased with the service from the staff. We spoke with two people who said they were very happy with the service and that they had received good travel information.

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Staff assessed people’s needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• People said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• The clinic had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management.
• The clinic proactively sought feedback from staff and patients, which it acted on.

We identified regulations that were not being met and the provider must:

• Ensure that robust systems and processes are in place in respect of child safeguarding training. The provider offers nurse led consultations and must make sure that any nursing staff working on their own at the clinic have undertaken the required level of competency training for child safeguarding appropriate for the service.

You can see full details of the regulations not being met at the end of this report.

There were areas where the provider could make improvements and should :

• Widely publicise the complaints procedure so that people know how to complain and raise concerns.
• Provide information about the availability of a chaperone to people who use the service.
• Risk assess the labelling and dispensing process to ensure that the right medicines and directions are given to people.
• Review if reasonable adjustments can be made to accommodate a more diverse population. For example, access for people with physical and sensory disabilities and people whose first language is not English.

• Independent doctor

MASTA Travel Clinic - Cambridge

41 Hills Road, Cambridge, Cambridgeshire, CB2 1NT 0330 100 4127

Provided and run by: MASTA Limited

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Background to this inspection, overall inspection.

Updated 10 June 2019

The provider MASTA (Medical Advisory Service for Travellers Abroad) Limited has more than 200 private clinics across the UK. McKesson UK (a global pharmaceutical distributor and healthcare information technology company) owns MASTA. The head office for the provider MASTA Limited is based in Leeds. The medical team and head of operations is based there. They have many pharmacy and nurse-led travel clinics located throughout the United Kingdom. MASTA Limited are licenced for the importation and distribution of vaccination medicines, and supply vaccines to GP surgeries and NHS services across the country. They also provide travel health training and mentorship for pharmacists and nurses.

The provider is registered with the Care Quality Commission under the Health and Social Care Act 2008 to provide the following regulated activities, diagnostic and screening procedures and treatment of disease, disorder or injury to be delivered at the MASTA Travel Clinic Cambridge.

MASTA Travel Clinic Cambridge is located at 41 Hills Road, Cambridge, Cambridgeshire, CB2 1NT. The private travel clinic is a location for the provider MASTA Limited. The clinic offers travel health consultations, travel and non-travel vaccines, blood tests for antibody screening and travel medicines such as anti-malarial medicines to children and adults.

The clinic is open from 9.30am to 5pm on Mondays, Tuesdays and Fridays, from 8am to 7pm on Wednesdays, from 11.30am to 7pm on Thursdays, and from 9am to 4.30pm on Saturdays. In addition, MASTA provide a telephone consultation service with specialist travel nurses and have a central customer service team to manage appointment bookings.

Further information can be found at www.masta-travel-health.com

How we inspected this service

Before visiting, we reviewed a range of information we hold about the service. We also asked the service to complete a provider information request. During our visit we:

• Spoke to the registered manager, regional area manager, lead nurse, nurses and reception staff at the clinic.
• Looked at information the clinic used to deliver care and treatment plans.
• Reviewed comment cards where patients shared their views and experiences of the clinic.

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.

This service is rated as good overall. At our previous inspection, published in June 2018, we did not rate the service but found the provider was compliant in all domains.

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 MASTA Cambridge as part of our inspection programme and to rate this service.

MASTA Travel Clinic - Cambridge is a private clinic providing travel health advice, travel and non-travel vaccines, blood tests for antibody screening and travel medicines such as anti-malarial medicines to children and adults. In addition, the clinic holds a licence to administer yellow fever vaccines.

This location is registered with CQC in respect of the provision of advice or treatment by, or under the supervision of, a medical practitioner, including the prescribing of medicines for the purposes of travel health.

One of the nurse advisors 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.

We spoke with three patients and received comments cards from four patients about the services they had received. All the feedback we received was positive, particularly in relation to the comprehensive advice, efficient service and friendly and professional staff.

During the inspection we reviewed a range of systems and processes relating to governance, service delivery and customer care.

Our key findings were:

• The clinic had clear systems to manage risk so that safety incidents were less likely to happen. The provider discussed any incidents with the wider corporate team where lessons learned were shared to improve their processes across locations.
• There was an infection prevention and control policy and procedures were in place to reduce the risk and spread of infection. Infection control audits and risk assessments were undertaken and identified actions were completed.
• Vaccines, medicines and emergency equipment were safely managed. There were clear auditable trails relating to stock control.
• The provider ensured that care and treatment was delivered according to evidence based guidelines and up to date travel health information.
• Each patient received an individualised travel health brief tailored to the patient’s specific needs and travel plans. The health brief outlined a risk assessment and all travel vaccinations that were either required or recommended. Specific health information including additional health risks related to their destinations with advice on how to manage common illnesses was also included.
• Staff had the relevant skills, knowledge and experience to deliver the care and treatment offered by the service.
• Consultations were comprehensive and undertaken in a professional manner.
• Staff involved and treated patients with compassion, kindness, dignity and respect. Patients we spoke with and Care Quality Commission comment cards completed prior to our inspection, were all positive about the standard of care received.
• The service encouraged and valued feedback from patients and staff and acted in response to the feedback received.
• There was a leadership structure in place with clear responsibilities, roles and systems of accountability to support good governance and management. Staff felt supported by the leadership team and worked well together as a team.

The areas where the provider should make improvements are:

• Consider photographic identification checks for adults who have parental responsibility for children, to ascertain the correct identity.     
• Review policies in line with their renewal dates.    

Dr Rosie Benneyworth BM BS BMedSci MRCGP Chief Inspector of Primary Medical Services and Integrated Care