The London Neuropsychiatry Clinic

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 they decided, in partnership with people, how to respond to any relevant changes in people’s 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 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 and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the service worked in partnership with other services to meet the needs of its patient population. The practice had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups at a Parkinson’s centre.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service had a website that contained useful information and further details on fees, which were calculated on an individual basis dependant on treatment need.

The service had access to interpreter services. Patients were informed about how to access their care records.

Information governance systems included confidentiality of patient records.

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, via the provider website, however there was no formal and regular mechanism to obtain feedback consistently to help improve the service.

The service ensured that people could access the care, support, and treatment they needed in a timely manner. A clear and effective appointment system was in place, enabling prioritisation based on clinical need and minimising waiting times. Patients were kept informed about their appointments through appropriate communication channels. However, the neuropsychiatrist did not see patients presenting with acute or crisis needs, which were managed through alternative pathways.

People could access the service in a way to suit their needs. For example, online, in person and by telephone. There was a lift for disabled access but not for wheelchair access, however treatment rooms were available on the ground floor.

The service occasionally offered discounted rates of treatment for some patients, via a service hardship fund.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff identified that some patients from minority ethnic backgrounds could not complete their medical assessments due to language barriers. In response, interpreters were made available, to improve understanding and trust.

To support patients with neurodiversity needs appointment times were adjusted to suit individuals

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and adjusted support equity in people’s experience and outcomes. Staff received training in equality, diversity, inclusion and human rights.

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