The Glade Sexual Assault Referral Centre-Telford

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• 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 1 quality statement under the caring key question. Patients were treated with kindness, compassion and respect. Staff delivered care in a person-centred way, taking effective steps to protect privacy, maintain dignity and support the emotional wellbeing of patients throughout their journey with the service.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

We reviewed patient feedback from the previous 3 months to our visit. Patients consistently reported feeling comfortable and supported throughout their visit. Positive feedback highlighted the welcoming and private environment, the kindness and professionalism of staff, clear explanations about procedures, and access to a calm and quiet space. Several patients emphasised that interactions with staff helped to reduce their anxiety and put them at ease.

People were welcomed to the Sexual Assault Referral Centre (SARC) in a sensitive, compassionate and supportive manner. On arrival, patients were greeted by a crisis worker who explained how the service operated and outlined the support available throughout their visit. The crisis worker we spoke with described a range of practical measures used to support patients during examinations. These included offering reassurance, engaging patients in conversation to help reduce anxiety, clearly explaining each stage of the examination and the reasons for obtaining forensic samples, and reinforcing that patients always had a choice and remained in control of decisions about their care.

Staff paid close attention to patients' comfort and wellbeing throughout their visit. Hot and cold drinks and snacks were readily available, lighting could be dimmed in the pre- and post-examination room, and patients could choose to listen to music during their examination to help them feel more relaxed. A pleasant outdoor seating area had recently been developed to provide patients with a calm and peaceful environment while waiting for their examination.

The environment had been designed to promote privacy, dignity and confidentiality. The SARC was discreetly located and accessed through a secure entrance. Patients also had access to private bathroom and shower facilities following their examination. However, there was no screen or curtain available to provide privacy around the examination couch when a support person accompanied the patient.

Patient records were stored securely, and appropriate arrangements were in place for the secure management and storage of intimate images taken during examinations.

All patients received an information booklet following their attendance at the SARC. This outlined the care they had received, any medicines administered, and details of referrals made on their behalf. The booklet also contained information about sources of ongoing support available to patients.

Patients received a follow-up telephone call after their visit to check on their welfare, answer any questions and offer additional support where required. This helped ensure that patients continued to feel supported beyond their initial contact with the service.

The judgement for Treating people as individuals is based on the latest evidence we assessed for the Caring key question.

The judgement for Independence, choice and control is based on the latest evidence we assessed for the Caring key question.

The judgement for Responding to people’s immediate needs is based on the latest evidence we assessed for the Caring key question.

The judgement for Workforce wellbeing and enablement is based on the latest evidence we assessed for the Caring key question.