The Psychiatric Care 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 rated responsive as Good because:

The service offered flexible face-to-face and remote appointments.

Care was tailored to individual needs, preferences, and circumstances.

Staff effectively signposted patients to alternative services when their needs could not be met.

Information about treatments and staff was readily available and accessible.

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.

Records demonstrated that the service placed patients at the centre of their care and treatment. Staff worked in partnership with patients to make decisions about their care and responded appropriately to changes in their needs and circumstances.

Staff supported patients to be actively involved in planning and reviewing their care and treatment. Care records reflected patients' views, preferences, and goals, demonstrating a person-centred approach.

The service demonstrated flexibility in meeting individual needs by considering patients' work, education, family, and other personal commitments when arranging appointments. Patients could access consultations either face to face or remotely, depending on their preferences and circumstances.

This flexible approach helped to promote access to care and enabled patients to receive support in a manner that best met their individual needs.

The service was inclusive and took account of patients' individual needs, preferences, and circumstances. Staff made reasonable adjustments to support access to care and worked proactively with other services and providers to coordinate care when required.

The service demonstrated a good understanding of the diverse health and care needs of the patients it supported. Care and treatment were delivered in a responsive and flexible manner, promoting patient choice, continuity of care, and positive outcomes throughout the treatment pathway.

Records demonstrated that staff considered the impact of patients' needs on their education, employment, family life, and social circumstances. These factors were routinely explored during assessment and review appointments and were reflected in care planning, treatment goals, and the support provided.

Staff worked collaboratively with patients to develop personalised care and treatment plans that reflected their individual circumstances, preferences, strengths, and recovery goals. Care records showed that staff regularly reviewed and adapted care and treatment in response to changes in patients' needs.

Where appropriate, and with patients' consent, staff involved families and carers in assessments, care planning, and treatment decisions. This helped to ensure patients received coordinated support and that those important to them were involved in their care where relevant.

The service website was regularly maintained and provided clear, accessible information about the treatments offered and the staff delivering care. The website had information about staff included names, photographs, professional qualifications, and relevant experience. Written information provided to patients at the start of their treatment clearly explained the services available, fees and insurance arrangements, and how personal information would be collected, stored, and used.

Information on how patients could provide feedback or make a complaint was available. However, the provider could further improve accessibility and awareness by making this information more prominent on the website and within patient information materials.

Records demonstrated that staff regularly involved patients in discussions about their care, treatment, and progress towards agreed goals. Staff actively sought patients' views and used this information to review care and adapt support where required.

Patient feedback reflected this approach. Patients told us they felt listened to, involved in decisions about their care, and able to discuss their progress openly with staff. They said staff took account of their views when reviewing goals and adjusting treatment to meet their changing needs.

Patients told us their opinions were valued and that staff worked collaboratively with them to review progress and plan next steps. They said staff took time to explain treatment options, listened to their concerns, and adapted care and treatment where appropriate to reflect their individual circumstances and preferences.

The service accepted patients following a triage process to determine whether their needs could be safely met within the scope of the service. Where the service could not meet a patient's needs, staff signposted or referred them to a more appropriate service.

Patients were able to access care in a way that suited their individual needs and preferences, either through face-to-face appointments or remote consultations. Appointment times were flexible and arranged to accommodate patients' availability, including work, education, and other personal commitments.

The service took steps to support accessibility and made alternative arrangements where required. However, the service was located on the first floor of the building and there was no lift access. As a result, patients with mobility difficulties were unable to access the premises. Staff told us they would offer alternative arrangements, such as remote appointments or appointments at another location, to ensure patients could access care and treatment.

The provider had effective systems in place to identify vulnerable individuals and worked collaboratively with external agencies to manage and mitigate identified risks. Staff demonstrated a good understanding of the challenges and potential inequalities faced by vulnerable groups, including people from LGBTQ+ communities and those from ethnic minority backgrounds. Staff had completed training in equality, diversity, inclusion and human rights and were able to explain how these principles informed their practice. The provider ensured that policies, procedures and service delivery did not disadvantage people with protected characteristics and promoted equitable access to care and treatment.

Staff supported clients to consider longer-term decisions about their care, treatment and personal goals. Care plans were personalised and reflected each client’s individual needs, preferences and aspirations.

The service worked collaboratively with GPs and other partners where required and consent was provided, supporting coordinated care and helping to ensure positive outcomes for clients. Records demonstrated effective communication and information sharing with partner organisations when appropriate and with the client's consent.