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Marie Stopes International West London Centre Good

All reports

Inspection report

Date of Inspection: 1 December 2011
Date of Publication: 5 January 2012
Inspection Report published 5 January 2012 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

Our judgement

Patients using the service were provided with information and supported to make decisions about their treatment choices.

Overall we found that Marie Stopes International West London Centre was meeting this essential standard.

User experience

Patients using the service did not wish to speak to us. We have therefore used patient feedback and responses in the Provider satisfaction survey to give their views of the service.

Staff told us that patient feedback was collated monthly and results fed back to the Centre. The results for September 2011 show that 773 patients responded and 91% of them were satisfied with the information provided to them.

The majority of patients were satisfied they were treated with respect and dignity one person commented “I was treated with the utmost respect from all members of staff”. We saw patients consultations took place in private, the recovery area was open plan with reclining chairs and staff told us patients could be moved to another area should additional privacy be needed.

The survey report contained several comments about the amount of time patients had to wait for their appointments and /or treatment and one person commented that they were unprepared that male partners were allowed in the waiting room. The centre managers told us they responded to ‘red alerts’ arising from patient feedback and were looking at ways to keep patients informed of delays.

Other evidence

Staff explained patients booked appointments centrally through the Bristol call centre. They said patients were provided with information about the service and treatment options. They were also directed to the provider’s website which contained details of every service, treatment options, sexual health information and a dedicated younger person’s site with online chat facilities.

The centre had accreditation from the 'You’re Welcome' Department of Health (DH) initiative which comprised quality assurance standards for treating younger patients (aged 13-18) to access health services. The clinic had a nominated 'champion' who was responsible for ensuring patients within this age group were supported and understood their treatment and care whilst in the centre.