The Elms

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We assessed 1 quality statement under this key question. Staff worked hard to accommodate patients’ diverse needs and promote the service to the wider community.

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

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

The judgement for Listening to and involving people is based on the latest evidence we assessed for the Responsive key question.

The provider had systems in place to ensure patients could access the service in a timely and appropriate way. A comprehensive website provided detailed information about the service and how to make an appointment. This included easy-read materials for children and young people, and information tailored to vulnerable migrant groups.

The service was available to patients of all ages on a 24-hour basis, 365 days a year. Referrals could be made at any time via the provider’s call centre. Call centre staff liaised effectively with the local team to arrange appointments, and staff worked closely with co-located police colleagues to ensure patients were seen promptly.

The provider had appropriate measures in place to meet patients’ diverse needs. Staff had access to interpretation services, including Language Line, to support patients who did not speak or understand English. Key information and patient materials were available in a range of languages, alongside easy-read documentation. Records we reviewed showed that staff routinely asked patients about their individual needs, including sexuality, disability, preferred pronouns and religious requirements, to inform the delivery of personalised care. Staff received training in equality and diversity to support inclusive practice.

The service environment was accessible and suitable for all patients. The building was fully accessible for individuals with mobility needs, with on-site parking available, including a designated disabled parking bay close to the entrance. Areas for children and young people were designed to be child-friendly, with age-appropriate toys and distraction equipment. Information about the service had been produced specifically in a way to help young children understand their journey through the service.

Examination rooms were spacious, and toilet facilities were fully accessible, with handrails and emergency call bells in place.

The service had recently obtained a portable colposcope, (a special magnifying instrument used by doctors to get a close, highly detailed look at the cervix, vagina, and vulva) which allowed patients who were unable to attend the location to be seen by staff off-site.

Staff attended local universities, schools and prisons to help promote the service in the wider community, although acknowledged that this was an area that could be strengthened.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.