SH24 C.I.C.

This service has not previously been rated. We rated it as outstanding because:

• People were protected by a strong comprehensive safety system, and a genuine focus on openness, transparency and learning when things go wrong.
• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records.
• The service managed medicines well. Good practice guidelines were not only met in relation to national guidance, but staff also contributed to research and the development of national guidance.
• The service managed incidents well and learned lessons from them. Staff collected safety information and used it to improve the service. The service had sustained a track record of safety supported by accurate performance information.
• Managers monitored the effectiveness of the service and made sure that staff were competent. Staff worked well together for the benefit of patients, advised them how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• There was a truly holistic approach to assessing, planning and delivering care and treatment to all people who used the services. The safe use of innovative and pioneering approaches to care and how it was delivered was actively encouraged, including the use of new evidence-based techniques and technologies.
• Staff treated patients with compassion and kindness, respecting their privacy and dignity and valuing them as individuals. There was a strong visible person-centred culture and patients were empowered as partners in their care, practically and emotionally. Feedback from patients was consistently positive. Patients benefited from being cared for by staff who showed discretion and sensitivity.
• The service provided patients with valuable online resources to make informed and positive choices about their lives.
• The service was tailored to meet the needs of individual people and was delivered in a way that ensured flexibility, choice and continuity of care. Services were available 24 hours a day, seven days a week. Staff were committed to working collaboratively and had found innovative and efficient ways to deliver more joined-up care to people who used the service.
• Technology was used innovatively to ensure that patients had access to treatment, support and care at a time that suited them. This had increased access to safe sexual and reproductive healthcare to vulnerable patient groups in rural areas.
• The leadership, governance and culture of the provider was used to drive and improve the delivery of high-quality person-centred care. Staff understood the service’s vision and values and knew how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patient receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.
• The provider used research, audits and publications to contribute to the evidence base in the field of sexual and reproductive health and were driving innovation and improvement in health care.