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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the registered provider met people’s needs, and that staff treated people equally and without discrimination.

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

This service scored 75 (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 were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider understood the diverse health and care needs of their patients, so care was joined-up, flexible and supported choice and continuity. We heard examples of how the provider worked flexibly to support the needs of people. For example, commencing corporate flu vaccination services outside of standard hours to ensure staff across all working patterns had access to the vaccine.

The provider had arrangements in place with additional clinical staff to support continuity of care when patients required a GP or nurse-led appointment. In addition, the provider made onward referrals to other services as required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider had access to interpreter services, including British Sign Language. Information provided by the registered provider met the Accessible Information Standard.

People were routinely provided with patient information leaflets when accessing the service, this enabled them to review full information relating to their treatment as part of the consent process.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

At the time of our assessment, the service had received only 1 complaint. We saw this had been managed in line with the services complaints policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People could access the registered provider to suit their needs for example online, in person and by telephone, allowing for greater flexibility and convenience. The provider offered a home visiting service; this enabled people to receive care and treatment without having to travel.

The service operated from a split level, single storey building and treatment rooms were accessible via level access. There were dedicated parking spaces located to the front of the premises.

The service treated patients without discrimination.

The provider told us they made reasonable adjustments where required and had access to an interpretation service to support effective communication with all patients.

People were supported by the service throughout their care and treatment journey. Treatment options were outlined and were aligned to their needs moving forward.