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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that staff involved people in decisions about their care and treatment and provided them with advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People felt involved in any assessment of their needs and felt confident that staff understood their individual and cultural needs.

The provider captured people’s relevant medical history at the time of booking. This information was documented in the patient record.

Where a person required services beyond the scope of the service (for example, specialist investigation, imaging or hospital care) they were referred to appropriate NHS or private providers.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Systems were in place to ensure staff were up to date with evidence-based guidance and legislation. The service had an extensive suite of standard operating procedures to support clinical practice. Clinical records demonstrated care was provided in line with current guidance.

Staff worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider had access to the information they needed to appropriately assess, plan, and deliver people’s care, treatment, and support. They worked with other services to ensure continuity of care, including where clinical tasks were delegated to other services.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. The provider supported people to live healthier lives and where possible, reduce their future needs for care and support.

The service offered a comprehensive range of services which promoted healthier lives including employee health checks, blood tests and travel vaccinations. These services were easily accessible and available in clinic or in the patients’ own home.

The provider monitored feedback from patients regarding care and treatment to ensure that outcomes were positive and consistent and the service had met people’s needs. However, we saw that audit activity to date had been limited. No clinical audits to monitor clinical performance and outcomes had been completed.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The provider understood and applied legislation relating to consent.

People were provided with clear and transparent information about fees and different costs associated with their treatment. This information was also accessible via the provider’s website.