RAAM London Limited

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 Requires Improvement. At this assessment, the rating has changed to Good.

At our previous inspection we identified concerns about the way the service managed complaints. At this assessment, we found that the service had reviewed its complaints process and ensured that all complaints were recorded, acknowledged and investigated.

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.

The service understood the diverse health and care needs of people and supported choice and continuity.

The service had recently recruited a GP and was intending to offer primary care consultations as part of a more holistic approach.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The website included detail about what each procedure aimed to achieve and what it involved. This included video explanations and video testimonials from people who had received treatments. There was also an indication of the cost for each treatment. There was little reference to the evidence base for specific treatments although we recognise this information may not be available for new procedures.

The service produced written information for people in both English and Arabic reflecting the language needs of the people using the service. Staff at the service could speak both languages fluently. We were told there had been little need to arrange interpreting in other languages to date but that the team would discuss arrangements with the person, for example, advising them against using family members to interpret. The service could arrange for a professional interpreter to attend with the person’s agreement.

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

We saw complaints were now being managed in line with the practice’s policy. The practice had received 1 complaint over the previous 12 months. This had been logged and responded to promptly. We saw evidence that the leaders were keen to understand and resolve complaints. Learning from complaints was included in team discussion.

The service made sure that people could access the service and treatment, aftercare and related advice when they needed it.

People could access the service to suit their needs for example appointments were available from Monday to Saturday. Waiting times, delays and cancellations were minimal and managed appropriately. Treatment rooms were located on the lower ground floor and normally accessed by a staircase. The team told us they would discuss any reasonable adjustments with people before their first assessment enabling them to access the service.

Staff and leaders understood the needs of people using the service and had tailored their care, support and treatment in response to this.

Staff understood the importance of providing an inclusive and non-judgemental approach to care and made adjustments to support equity in people’s experience and outcomes. Staff treated people equally and without discrimination and were sensitive to people’s anxieties around sexual health and wellbeing.

Staff used appropriate systems to capture and review feedback from people using the service.

People typically attended the service for a specific course of treatment. The service provided support and treatment to help people meet their goals over the course of their treatment. People did not use the service for support with life-changing or long-term conditions.