Wylie Health Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed all quality statements in the caring key question. Staff treated people with kindness, respect and compassion.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We saw evidence of clear and detailed communication with partners within referrals and clinic letters to NHS GPs.

Arrangements were in place to promote patients’ privacy. Feedback showed that people felt the provider listened to people and treated them with respect. Staff had been trained in chaperoning and were aware of the processes involved in safe chaperoning. The provider had a chaperone policy and informed patients of their right to have a chaperone during examinations.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s culture, unique backgrounds and protected characteristics.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. The provider had leaflets in large print, Braille and had systems in place to print documents in any language that patients required.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Reviews on the service website said that patients felt listened to and supported by staff and had sufficient time during consultations to make informed decisions about the choice of treatment available to them.

The service listened to and understood people’s needs, views and wishes.

The provider knew the process for referral to emergency support, including mental health crisis teams as well as including the patients GP in any discussions.

The provider told us as the clinical lead they triaged all potential patients themselves so that they could assess the patients needs and discuss other avenues should the provider not be able to give the required treatment or support. An example given was patients with a diagnosis of cancer, where it was more appropriate for patients to receive specialist care. Consent forms were signed by all patients as part of the induction where patients could agree or decline to share information with partner organisations such as the NHS GP. The provider had a comprehensive information sharing policy which patients read and signed highlighting the risks and benefits of information sharing.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff training and support were discussed regularly. The service is currently a very small practice with staffing reflecting this.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as home working, regular breaks and rest areas.