14 March 2023
During a routine inspection
We rated this service as good in safe and effective and outstanding in caring, responsive, and well-led.
The service had strong comprehensive systems to keep patients safe. There was an ongoing progress towards safety goals, and a zero-harm culture. Staff managed medicines safely and the service routinely monitored compliance. Records were well maintained, and it was easy to track patients’ care and treatment. Staffing levels were safe, and staff had the right skills to care for patients.
The service provided care in accordance with evidence-based guidance. It pursued opportunities to participate in benchmarking and peer review. The service also participated in approved accreditation schemes.
There was multidisciplinary working to make sure patients received the best care, with a holistic approach to discharge planning from the earliest possible stage. New staff had a comprehensive induction, and the service supported and encouraged staff to acquire new skills.
Staff provided kind and compassionate care. Patients were continually positive about the way staff treated them and considered they went the extra mile to exceed patients’ expectations. Staff attended to patients, making them feel they were their only priority. The clinic recognised patient’s individual needs, and this was reflected in the care provided, including access to specialist support and counselling.
Patient’s individual needs were central to how the service planned care. There were innovative approaches to providing holistic patient-centred care, including a wellbeing room to meet patients’ emotional needs.
The service understood the needs of different patient groups with systems to support patients with protected characteristics. It took account of patients’ religious beliefs and communication abilities.
The leadership team was compassionate and transparent at all levels.
All staff were proud to work for the organisation and spoke highly of the culture.
Staff were empowered to develop new ways of working and innovation was celebrated. The service encouraged staff to take part in staff and patient engagement meetings in order that they could act on feedback.