Winnersh

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.

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 tried to offer care that was flexible, supported choice and continuity.

All patients seen by the service were self-funding and self-referred. Staff described how clinicians could offer longer appointments, with no additional charge, for patients with cognitive or learning difficulties, or who otherwise experience difficulties communicating. Staff told us patients could choose to attend consultations with a carer or someone else present to support them. Staff also told us they could arrange translation services for patients.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Patients were given a welcome guide which contained information regarding potential side effects, employment law, driving and travelling when taking cannabis-based products for medicinal use. On request, the service would provide travel letters for patients travelling abroad.

The service had a complaint policy and procedures in place and carried out analysis of trends. We saw complaints were managed in line with the service’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints. For example, more staff were put on the rota to work around bank holidays to reduce delays and waiting times. The complaints policy for staff to manage complaints does not align with the information provided to patients through the service website, for example the complaints policy says that patients may complain verbally, by email or in writing within 12 months of the matter occurring whilst the website says that complaints must be raised in writing within 7 days of the consultations. We found that information on how to complain on was not easy to find on the service website. We found that by telling patients they could only complain in writing the service was not promoting equity in access as this could significantly disadvantage patients with specific needs who found it difficult to complain in writing.

The customer service team were available Monday to Friday, 9am to 5pm, and appointments were also offered during evenings. At the time of our assessment the service was running a pilot scheme trialing weekend appointments.

All consultations were undertaken remotely and patients did not attend the service in person. In instances where patients found it difficult to engage through video calls there was an option to continue with a voice only call once the patient’s identity had been confirmed.

Leaders in the service told us that arrangements were in place for people who spoke different languages, including sign language, however some staff we spoke with were uncertain how to access these.

Winnersh is an independent health service. They are a private clinic that provides CBPMs for a variety of clinical indications. This quality statement is not relevant for this service.

Winnersh is an independent health service. They are a private clinic that provides CPBMs for a variety of clinical indications. This quality statement is not relevant for this service as they did not provide end of life support.