Harpal Clinic St. Paul's

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

The provider understood the importance of providing an inclusive approach to care and adjusted support equity in access and in people’s experiences and outcomes. The provider regularly sought feedback from patients. There was an effective complaints process in place, which included learning and improvements being made.

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 provider understood the importance of providing an inclusive approach to care and adjusted support equity in access and in people’s experiences and outcomes. The provider regularly sought feedback from patients. There was an effective complaints process in place, which included learning and improvements being made.

The service provided accurate, relevant, and up-to-date information. For instance, each patient received a personalised treatment plan following their initial appointment. Patient feedback indicated they felt well-informed and equipped to make decisions about their care and treatment. Additionally, the provider’s website offered clear details about the service, including available treatments and associated costs.

The provider regularly sought feedback from patients. This included direct verbal feedback, and patient questionnaires following an appointment. We saw an example of the provider responding to patient feedback by adjusting their patient pathway.There was a complaints policy and lead in place. We reviewed three complaints and found they had been actioned in an appropriate and timely manner, discussed in meetings, and learning shared with staff. Where appropriate, patients were provided with an apology.

The facilities and premises were suitable for people with mobility issues. Appointments were available within 24 hours. Patients could book by telephone or e-mail or by walking into the service. Telephone answering was monitored to ensure that calls were answered swiftly. Appointment lengths were tailored to the type of consultation and treatment being offered.

The facilities and premises were suitable for people with mobility issues. Appointments were available within 24 hours. Patients could book by telephone or e-mail or by walking into the service. Telephone answering was monitored to ensure that calls were answered swiftly. Appointment lengths were tailored to the type of consultation and treatment being offered.

Patients were supported to make informed choices about their care and treatment. Treatment options were outlined to patients in advance and follow-ups were carried out as necessary.

Patients were supported to make informed choices about their care and treatment. Treatment options were outlined to patients in advance and follow-ups were carried out as necessary.