Living Mind

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 inspection 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 worked in partnership with them to respond to changes in their needs. People could access care through face-to-face or remote consultations where clinically appropriate. This allowed clinicians to tailor care arrangements to people's preferences, circumstances and communication needs. Patient records showed that staff directed patients to other services where appropriate and, if required, supported them to access those services.

Care plans reflected patients' physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs and making decisions about their treatment.

Patients said they felt respected, listened to and involved.

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

The service had arrangements to support continuity when the consultant psychiatrist was unavailable. Administrative support coordinated alternative arrangements and, where necessary, the consultant psychiatrist arranged cover through a suitably qualified psychiatric colleague. Where people required additional specialist assessment, intervention or ongoing support, clinicians referred them to appropriate services and communicated with relevant professionals to support continuity and coordinated care.

The service provided patients with clear, accessible information to support informed decision-making and engagement with their care. Clinicians took time to explain diagnoses, treatment options and the potential benefits and risks of different interventions, including prescribed medicines, psychological therapies and, where appropriate, rTMS. Patients said they were encouraged to ask questions, discuss concerns and consider the options available to them.

The service ensured people had access to information about their care, treatment and available sources of support. Information about patients’ rights, how to raise concerns and access to care records was readily available. The service recognised that people may have different communication needs and reported that information could be adapted, including into easy-read formats where required. This helped people understand their care, make informed choices and participate in decisions about their treatment and wellbeing.

The service involved people in decisions about their care and told them what had changed as a result.

Patients could give feedback on the service through the provider’s website.

The service had received no formal complaints in the 12 months before the assessment. It informed patients how to provide feedback, raise concerns or make a complaint. Patient feedback described the service as supportive, responsive and person-centred.

The service made arrangements to ensure people could access care and treatment in a timely way and were supported to receive care that met their needs. Patients described prompt access to assessment and treatment, with a choice of face-to-face appointments at the clinic on Harley Street or remote consultations. The premises were accessible and included lift access, helping to ensure people were not disadvantaged when attending appointments.

The consultant psychiatrist assessed patients’ needs and ensured they received care from the most appropriate professional. Where a person's needs fell outside the scope of the service, they were referred or signposted to other healthcare professionals or specialist services to support continuity of care and positive outcomes.

The service demonstrated an understanding of the need to provide equitable and inclusive care. Clinicians considered individual circumstances and needs when planning and delivering treatment and worked to ensure people were not disadvantaged when accessing care.

The provider and clinicians understood the barriers that could affect people's access to care, experience of treatment and outcomes. They adapted care to meet individual needs and promote equitable access. For example, interpreter services were available for people whose first language was not English. Appointment arrangements could also be adjusted, including offering additional time and adapting consultations for people with neurodiverse needs.

The consultant psychiatrist adopted an individualised approach to care, taking account of people’s cultural background, communication preferences, personal circumstances and protected characteristics when planning and delivering treatment. Where required, patients were supported to access additional services or specialist input to ensure their needs were met.

Staff had completed training in equality, diversity, inclusion and human rights and understood their responsibilities in providing inclusive, person-centred care.

The service supported people to plan their ongoing care in line with their goals, preferences and individual circumstances. The consultant psychiatrist worked collaboratively with patients to develop and review treatment plans, helping them make informed decisions about their care and treatment.

Care planning took a holistic approach and, where appropriate, involved other healthcare professionals such as GPs, psychologists and therapists to support coordinated care. Patients were referred or signposted to additional services when specialist input or ongoing support was required, helping to promote positive outcomes and long-term wellbeing.