RAAM London Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as Requires Improvement. At this assessment, the rating has changed to Good.

At our previous inspection we identified concerns about the way the service managed people’s private information. More specifically, we found that some medical information and images were not stored securely. Immediately after that inspection, the provider submitted evidence of actions taken to improve. At this assessment, we found that the service had maintained these improvements. There were systems in place to ensure confidential information was stored securely and people’s privacy was fully protected.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Arrangements were in place to promote patients’ privacy. All confidential information was now being stored securely in people’s electronic medical record. People were offered a chaperone. Staff who acted as chaperones were trained.

The service carried out its own feedback surveys which showed that people were positive about the way they were treated by the staff. The most recent had been carried out in January 2025 and asked detailed questions about peoples experience and included space for people to add their own comments. The most frequent topic commented on was the professionalism of the team.

The service treated people as individuals and tailored care and treatment to meet people’s needs and preferences. They took account of people’s goals, culture and unique backgrounds and protected characteristics.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The leaders were clear that they wanted people to make an informed choice about treatments and not to feel pressured into having procedures. The lead doctor provided examples where they had advised people against particular treatments for clinical reasons.

The service listened to and understood people’s needs, views and wishes. People typically did not attend the clinic with urgent medical problems. However, staff told us they would respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service ensured people with immediate needs could access the service, advice or signposting as appropriate.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as rest areas. Staff told us that the manager was supportive and took action to resolve any issues.