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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 get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

Our judgement

Patients using the service experienced effective, safe and appropriate care which met their needs and protected their rights.

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

User experience

Patient’s feedback on the care and treatment they received was mainly good. We noted there were some comments that the long waiting times increased the anxiety patients experienced.

Staff told us a 'red alert' was generated when care was rated poorly in a feedback response. The clinical manager was responsible for following up the identified care issues and taking remedial action to prevent a reoccurrence.

Staff confirmed patients see a counsellor before booking in and vulnerable clients were supported by appropriately qualified counsellors.

We saw staff completing patient care plans. They explained the electronic system had mandatory fields at each stage and staff undertaking the next stage could not access their fields until all information was fully recorded.

Patients were provided with a credit card size information booklet which gave details of the advice line and aftercare instructions. The clinical manager told us all patients were provided with pregnancy testing kits to check that the termination had been effective as part of the aftercare.

Other evidence

Managers in the service explained patients followed a pathway of care dependant on the method of termination they had chosen. An electronic care planning system was used with mandatory fields and ‘pop up’ questions to remind staff to complete additional pages, for example when a patient was under 18 years of age or had a pre existing medical condition. The managers confirmed the system backed up records to an external server and told us the contingency plans in place if the system failed.

We were told the centre conducts emergency scenario ‘skills drills’ every 2-3 months. Staff responses were assessed by the trainer who then generated a report with recommendations for action. We saw the reports for the September and November 2011drills. The clinical manager confirmed an action plan was developed in response to the recommendations. There was a transfer agreement in place with the local NHS trust for patients who required emergency care.

The clinical manager confirmed staff discussed the disposal of foetal tissue with patients and they completed and signed a form documenting their wishes. Arrangements were in place for a local undertaker to collect the foetal tissue if required.