Nuyu Clinic

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first inspection for this registered provider since its registration with CQC. This key question has been rated as good.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider demonstrated a positive, compassionate, listening culture that promoted trust and understanding between them and people using the service. The provider had developed a vision and set of objectives which expressed their drive to provide improved access to specialist menopause care through a holistic, evidence-based approach.A brief business plan had been developed which included an overview of market analysis and financial viability.

The provider was aware of challenges to the service, which included managing people’s expectations around treatment and prescribing, particularly where people’s preferences differed from clinically appropriate recommendations.

The provider understood the context in which they delivered care, treatment and support and embodied the culture and values of their service. The provider had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The service was operated solely by the registered manager, with no staff employed. A freedom to speak up policy was in place should the provider choose to employ staff in the future. The policy included signposting to various external organisations for advice and support.

The provider demonstrated an understanding of the duty of candour and operated in an open and transparent manner.

This quality statement is not relevant for this service and has not been assessed.

The provider had established good governance and management systems. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on information about risk, performance and outcomes.

Policies and procedures were in place and regularly reviewed.

There were effective clinical governance processes in place, including maintaining accurate and contemporaneous clinical records, and clear protocols for sharing information with relevant professionals and services. The provider undertook clinical audit activity and had systems in place to review incidents and near misses, ensuring that learning was identified and embedded into practice.

However, we identified gaps in oversight relating to premises records, where documentation was not consistently maintained. The provider acknowledged the concerns identified and responded promptly, taking steps to address immediate concerns and implementing a premises governance policy to ensure that going forward there was clear oversight of premises-related maintenance and safety arrangements.

The provider took confidentiality and information security seriously.

There was a business continuity plan in place which was monitored and reviewed.

The provider clearly understood and carried out their duty to collaborate and work in partnership, and services worked seamlessly for people.

There was clear communication between the provider and the person’s GP, to ensure both parties understood who was responsible for ongoing prescribing. Where required, the provider also liaised with other external healthcare professionals regarding people’s care.

The provider demonstrated a strong commitment to community engagement and health promotion, recognising menopause as an important public health challenge. They regularly provided free menopause workshops in accessible community settings, including libraries and gyms, bringing reliable health information and support directly into local communities. Feedback from these workshops demonstrated a positive impact, with attendees reporting that they felt more informed, better supported and less alone in navigating menopause. Attendees also valued the clear and accessible way in which information was presented.

The provider focused on continuous learning and improvement. They sought to deliver on people’s expectations and improve the quality of life for those who accessed the service. They actively contributed to safe, effective practice.

The provider had implemented procedures for clinical audit and for feedback. They used these to assess compliance and satisfaction, to make necessary improvements.

The provider was a member of the British Menopause Society, through which they had ongoing access to clinical resources and guidance. We saw that required training had been undertaken and there was regular attendance at training courses and conferences, to support continuous learning.