iSight Clinic, Hattersley House - Ormskirk

On this page

• 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 service met people’s needs, and that staff treated people equally and without discrimination.

This is the first assessment for this service since its registration with CQC. This key question has been rated as good.

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 service 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.

Patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people and the community, so care was joined-up, flexible and supported choice and continuity.

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

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

The service 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.

We saw complaints were managed in line with the clinic’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

In response to the patient surveys and from feedback from members of the public the provider had identified changes to improve the service. Clinic rooms were available on the ground floor and a ramp was available to reach the entrance.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Leaders sought ways to address any barriers to improving people’s experience. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

People were supported to plan for any changes, so they could have enough time to make informed decisions about their care.