Dr Liliya Burrett

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 71 (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.

Clinical records reflected physical, mental, emotional, and social needs of patients 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. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people. Care was flexible and supported choice and continuity.

The service understood the potential of the health and care needs of people who choose to use their service.

The service provided appropriate, accurate and up-to-date information in formats that met the individual needs of people who used the service.

The service had access to interpreter services.

The website also provided detailed information about services and fees that people could access according to their preference.

The service had a complaints policy in place. According to the complaints policy, the service stated that patients would be given the right to escalate complaints to an external body. However, the service was unable to provide evidence of registration with an appropriate external organisation. The service had not received any complaints in the last 12 months.

The service made sure that people could access the care, support and treatment they needed when they needed it.

People could access the service to suit their needs for example online, in person and by telephone.

The service was renting a consultation room within shared premises. The service was not fully accessible for patients with mobility needs, as there were steps at the main entrance and a portable ramp was not available. However, the service had arrangement in place with the landlord to accommodate the appointment at either The Lister Hospital, or its satellite sites located on the Kings’ Road, which were equipped to accommodate patients with mobility issues.

A portable hearing induction loop was not available within the clinic, however, one was available at the reception area of the main building. The service informed us a few days after the assessment that they had arranged a portable hearing induction loop in the consultation room as well.

The service was open from 9am to 7pm, Monday to Friday, and was closed on weekends.

Staff actively listened to information about people who were 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 was positive. Staff treated people equally and without discrimination.

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.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future treatments.

Our records review showed people were supported to consider their wishes for future treatments. This information was shared with other services when necessary.