10 Harley Street

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.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.
 

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.

At the end of each consultation, a working diagnosis was provided to patients and management options were listed and discussed. Patients were directed to local support groups such as counselling, Samaritans, Age UK, Alcoholics Anonymous.

The service worked alongside NHS GPs and did not take care of patient care entirely.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. If patients required translation service this was done either via Google Translate or via Language Line.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service made sure that people could access the care, support and treatment they needed when they needed it. Patients could book appointments via telephone or email.

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.

The service had a business continuity plan in place.