23MD

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.

This is the first inspection for this service since its registration with CQC under this provider. This key question has been rated as Good. This is because we found no concerns with the responsiveness of the service provided.

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.

Clinical records reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

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

The service understood the potential of the health and care needs of people who choose to use their service.

The service provided appropriate, accurate and up-to-date information in formats that met the individual needs of people who used the service.

The service had access to interpreter services.

The website also provided detailed information about services and fees that people could access according to their preference.

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

The service made sure that people could access the care, support and treatment they needed when they needed it.

People could access the service to suit their needs for example online, in person and by telephone. The service was accessible and a hearing induction loop was available. On the day of the assessment, the service was scheduled to install a grab bar and emergency alarm in the disabled toilet. Subsequently, on 23 June 2026, photographic evidence was provided confirming that the installation had been completed.

The service operated from 9:30am to 5:30pm, Monday to Friday except Tuesdays, and from 11am to 8pm on Tuesdays. The service was closed on weekends.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service was positive. Staff treated people equally and without discrimination.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff used appropriate systems to capture and review feedback from people using the service.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future treatments.

Our records review showed people were supported to consider their wishes for future treatments. This information was shared with other services when necessary.