The Westbourne Centre

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We looked for evidence that patients and communities had the best possible outcomes because their needs were assessed. We checked that patient’s care, support and treatment reflected these needs and any protected equality characteristics, ensuring patients were at the centre of their care. We also looked for evidence that leaders instilled a culture of improvement, where understanding current outcomes and exploring best practice was part of their everyday work.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

We have not awarded this service a score for Effective.

Find out about when we will not publish a key question score and what we look at when we assess Effective.

The service made sure patient’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Patients completed a detailed medical questionnaire that included information about both their physical and mental health. Where appropriate, patients were referred for additional support and assessment to help determine their suitability for surgery. Ongoing support was offered based on individual needs and assessment outcomes.

Patients told us they felt their needs had been thoroughly assessed and understood. Feedback demonstrated that surgeons took an individualised approach to care, involving patients in discussions and decisions about their treatment. Patients were offered as many consultations as necessary to ensure they were fully informed, adequately prepared for surgery, and understood the associated risks and expected outcomes.

We observed a minor surgical procedure and saw that the patient's comfort and pain levels were monitored throughout. Nursing staff contacted patients to assess their recovery and wellbeing before their subsequent clinic follow-up appointment.

Patients were actively involved in decisions about their care and treatment. The service's half-yearly patient feedback results for July to December 2025 showed that 95% of patients felt they were always involved in decisions about their care. Patients were listened to and included in discussions about treatment options, enabling them to make informed choices about their care.

Patients were supported to assess their needs and access additional support where required. The service accepted self-referrals and demonstrated a comprehensive approach to patient assessment. Staff were committed to delivering care based on current evidence and best practice, with a focus on achieving positive outcomes and ensuring patients were able to make informed decisions throughout their care journey.

The service planned and delivered patient’s care and treatment with them, including what was important and mattered to them. Staff did this in line with legislation and current evidence-based good practice and standards.

Staff followed up-to-date policies and procedures to plan and deliver care in line with best practice and national guidance. Policies we reviewed contained review dates and references to relevant national guidance, including NICE and Royal College recommendations. Staff were informed of changes to guidance through meetings, newsletters and information displayed on staff noticeboards.

The service had robust processes to support informed consent. Patients received comprehensive pre-operative information, and a mandatory two-week cooling-off period was observed between initial consent and surgery, in line with cosmetic surgery guidance.

We reviewed 7 patient records and found all contained fully completed nursing care plans and appropriate risk assessments, including pain assessments. National Early Warning Score observations were completed in a timely manner to support ongoing patient monitoring. Records were clear, contemporaneous and demonstrated care was delivered in line with the service's policies and procedures.

The service submitted required information to the Private Healthcare Information Network . Leaders reviewed performance and outcomes data, including patient activity, length of stay, never events, Patient reported outcome measures (PROMs), infection rates and complaints, to support oversight of quality and drive service improvement.

The service worked well across teams and services to support patients. Staff made sure patients only needed to tell their story once by sharing their assessment of needs.

Staff worked effectively across professional groups to provide coordinated care and treatment for patients. Staff told us relationships between teams were positive and supportive, and we observed effective communication between medical, nursing and wider healthcare staff.

The pre-assessment team worked closely with theatre and recovery staff to support patients throughout their surgical pathway. Information was shared between teams to ensure patients received appropriate and consistent advice before and after surgery. Staff told us the pre-assessment team completed post-operative follow-up calls with patients after discharge, enabling them to monitor recovery, provide advice and escalate concerns where required.

The service used regular team huddles to support communication, risk management and patient safety. Staff told us a dedicated resuscitation team huddle was held to discuss patients attending the service, including those identified as higher risk. Relevant risks and required actions were escalated across the service to ensure staff awareness.

Staff also attended a daily operational and clinical huddle where key information was shared and subsequently circulated to all staff. This included details of leaders on duty, staff support arrangements, safety alerts, patient feedback and staff recognition. Staff told us these arrangements supported effective communication and helped maintain oversight of patient and service needs.

Information was shared between teams and services to support continuity of care. Discharge planning was considered at an early stage, with staff taking account of patients' individual needs, ongoing care arrangements and expected outcomes to support safe discharge.

The service supported patients to manage their health and wellbeing to maximise their independence, choice and control. The service supported patients to live healthier lives and where possible, reduce their future needs for care and support.

Staff supported patients to live healthier lives and, where possible, reduce their future care and support needs. For example, staff discussed lifestyle factors such as smoking, physical activity, nutrition, alcohol consumption and weight management, and provided advice, information and signposting to relevant support services.

Patients undergoing elective operations had access to information about their condition, treatment and how best to prepare for surgery. Staff spoke with patients about how to optimise their outcomes following surgery and encouraged positive lifestyle changes to improve their recovery. This included discussing the benefits of smoking cessation, explaining how smoking can impair circulation, reduce oxygen delivery to tissues, increase the risk of infection and delay wound healing. Patients were supported to understand that stopping smoking before and after surgery can help wounds heal more effectively, reduce complications and improve overall surgical outcomes.

The service monitored patient’s care and treatment to continuously improve it. Staff ensured outcomes were positive and consistent, and they met both clinical expectations and the expectations of patients’ themselves.

Staff monitored the effectiveness of care and treatment through audit, benchmarking and performance monitoring. The service participated in national and provider-led audits, including the Patient-Led Assessments of the Care Environment (PLACE) and National Patient Reported Outcome Measures (PROMs) programmes. During 2025/26, leaders reviewed the findings from 190 local clinical audits, with outcomes and action plans monitored through governance processes to ensure improvements were embedded.

PLACE results for 2025 showed cleanliness scores of 99.5%, condition, appearance and maintenance scores of 100%, and disability access scores of 100%, all above organisational and national averages. Privacy, dignity and wellbeing scored 88.9%, and leaders reviewed findings to identify opportunities for improvement.

Outcome data indicated positive outcomes for patients. During the reporting period, there were no readmissions per 1000 admissions reported. Leaders monitored surgical outcomes through their clinical governance framework, and, in the previous 12 months, 4,450 procedures had been undertaken with 11 revisions, equating to an overall revision rate of 0.2%. Revision cases were reviewed through governance processes to support learning and continuous improvement.

We reviewed the service's PROMs data during the inspection. The service used this information to monitor outcomes and identify patients requiring follow up. Breast augmentation satisfaction scores increased from 25.2 pre-operatively to 87.5 post-operatively, while breast reduction satisfaction scores increased from 24.6 to 87.5 following surgery. These results were above benchmark averages.

The service used audit findings to drive improvement. Following the 2025 PLACE assessment, leaders implemented an action plan which included additional no-smoking signage and enhanced cleaning in patient waiting areas.

The provider considered health inequalities and took steps to ensure equitable access to services. Reasonable adjustments were identified during referral and booking processes, and patient-friendly information was available to support people with learning disabilities and autism.

The service told patients’ about their rights around consent and respected these when delivering person-centred care and treatment.

Staff supported patients to make informed decisions about their care and treatment and followed national guidance when obtaining consent. Staff understood how and when to assess capacity and followed policies relating to consent, the Mental Capacity Act and restrictive practice where appropriate.

Consent for surgery was obtained by the most appropriate clinician and included discussions about the benefits, risks, potential complications and alternative treatment options. Staff checked consent at key stages of the patient journey, including immediately before surgery.

Patient feedback reviewed, demonstrated that patients felt informed and involved in decisions about their care and treatment. Patients described consultants taking time to explain procedures, risks and treatment options. One patient stated their consultant "explained thoroughly the surgery and wasn't afraid to tell me all the possible risks", while another praised the "excellent explanation of treatment, procedure and risks during initial assessment".

The service responded to individual needs and preferences. Requests for same-sex healthcare professionals were accommodated whenever possible and chaperones were available on request. Information about how to request a chaperone was displayed throughout the service to ensure patients were aware of this support.

Interpreting services, including British Sign Language interpreters and face-to-face interpreters, were available to support informed consent. Patient information leaflets were also available in a range of languages to help patients understand their care and treatment options.

Staff sought permission before sharing information with family members or friends and respected patients' confidentiality and wishes.

Staff received training to support inclusive and person-centred care. Compliance with the Oliver McGowan Mandatory Training on Learning Disability and Autism was 100%. The service also provided additional training in mental health awareness and neurodiversity to support patients with different communication and support needs.