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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

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

Our judgement

Patients benefit from safe, quality care as the service had formal systems in place to manage the risks and monitor the quality of the service provided.

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

User experience

The results of the client satisfaction survey for September 2011 showed 76% of patient’s rated their experiences of care at the centre as excellent or very good. Overall 93% of patients were satisfied with the standard of care provided. The centre managers told us they use the feedback to identify potential areas of change to improve the service.

Other evidence

The centre operates in accordance with the corporate governance and risk management policies and procedures. We were shown the schedule of audits and the minutes of Integrated Governance meetings, which showed the results of audits were discussed in that forum.

The electronic risk management system (Sentinel) was used to log incidents, complaints and manage risks. The clinical manager told us that staff were being encouraged to actively report incidents and near misses to ensure they were documented on the system. Minutes of the staff meeting demonstrated the lessons learnt from incident reviews were discussed and actions documented to prevent reoccurrence.

We were told by the managers that the provider conducted an annual assessment of compliance and they were required to draw up an action plan to address identified shortfalls. The centre was due to have a follow up visit to review issues identified in the initial assessment.