The Chelsea Psychology Clinic

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

This means we looked for evidence that the hospital involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection of this service since it registered. This key question has been rated good.

Staff delivered compassionate, person-centred care that respected patients' dignity and individual needs. Patients, families and carers were actively involved in care planning and decision-making, contributing to positive experiences and outcomes.

We have not awarded this service a score for Caring.

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

Staff demonstrated caring, discreet, respectful, and responsive attitudes when speaking about clients. They worked to provide timely support, treatment and advice tailored to when clients needed it most. Staff spoke passionately about delivering a range of interventions in a holistic and compassionate manner.

Records showed that staff supported clients to understand and effectively manage their care, treatment, or condition.

Staff demonstrated a clear understanding of clients’ individual needs, including personal, cultural, and social factors, and took these into account in their care.

Confidentiality was consistently maintained. Staff followed established policies and systems to ensure client information was kept secure, and there were clear confidentiality procedures in place which were well understood and adhered to by staff.

Clients consistently provided positive feedback about staff. They said staff treated them well, behaved appropriately, and showed kindness, compassion and respect. Clients described staff as approachable, supportive and professional, and said they felt listened to and involved in decisions about their care. Clients told us staff took the time to explain treatment options, responded promptly when support was needed, and helped them feel safe and comfortable during their care.

The service made reasonable adjustments to meet the needs of disabled clients. For example, information was provided to clearly indicate which locations were accessible for wheelchair users. All service locations were equipped with lifts, ensuring that staff and clients could easily access facilities from the ground floor.

Therapy rooms offered options such as soft lighting to support the needs of neurodivergent clients.

Managers ensured that staff and clients had access to interpreters and/or sign language support when required.

At the point of referral and triage, staff routinely asked clients about any specific requirements or adjustments they may need. This enabled the service to make appropriate arrangements in advance, whether for in-person or remote appointments. Clients told us this flexibility helped them access care in a way that suited their individual needs and circumstances. For example, some patients said remote appointments reduced travel difficulties and made it easier to attend appointments, while others valued being able to discuss any adjustments required before their visit.

The service ensured their website had relevant information for clients to understand the service and what treatments were offered.

Records showed that staff actively involved clients in discussions and decisions about their care. Clients’ preferences and views were clearly documented within care notes.

We saw examples where staff discussed the benefits and options of different treatment approaches, supporting clients to make informed choices. Where appropriate, clients were also signposted to additional information to further support their understanding and decision-making.

Staff demonstrated awareness of and appropriately managed specific risks relating to individual clients. Where appropriate, and with the client’s consent, family members were involved in assessments to support a comprehensive understanding of needs and risks.

Staff were able to identify and respond to changes in risk, including risks posed by or to clients. Where clients became highly distressed, staff had received training in how to respond effectively and could seek support from colleagues either during or following sessions as needed.

The service did not provide acute or crisis mental health care. All referrals were carefully triaged to ensure the service could meet clients’ needs safely. Where a client was identified as high risk or unsuitable for outpatient care, staff appropriately signposted clients and carers to more suitable services. These included local NHS crisis teams, inpatient mental health services, and emergency departments relevant to the client’s location.

Staff consistently reported high levels of job satisfaction and described feeling respected, supported, and valued within the service.

Staff we spoke with demonstrated positivity and pride in their work and in being part of the organisation. They were able to deliver person-centred, holistic care within a supportive and safe environment.

The leadership team placed a strong emphasis on training and development, including supporting career progression. For example, several staff members had been supported to access clinical psychology training and subsequently secured roles within the service upon completion. Leaders demonstrated a clear commitment to providing high-quality support, training, and development opportunities.

Staff were also supported to progress within the organisation, with opportunities to work towards individual developmental goals, such as access to mentoring.

Staff received regular supervision, reflective practice sessions, and debriefs, which supported their wellbeing and enabled the identification of any additional support needs.