Medneo

We have not previously inspected this service. We rated it as outstanding because:

• People were protected by a strong comprehensive safety system, and a focus on openness, transparency and learning when things go wrong. The service had enough staff to care for patients and keep them safe. Staff had high levels of training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well and had developed enhanced procedures to deal with the risk of Covid.
• Staff provided good care and treatment. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information. Key services were available to suit patients' needs.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers. Friends and family survey results were much higher than the standard.
• Services were tailored to meet the needs of individual people and are delivered in a way to ensure flexibility, choice and continuity of care. There were numerous excellent examples where the service had been adapted for patients. People could access the service when they needed it and did not have to wait too long for a scan.
• The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care. Leaders ran services very well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged very well with patients and the community to plan and manage services and all staff were very committed to improving services continually.