The Harley Street Centre for Women

We rated this service for the first time. We rated it as good because:

• The service provided mandatory training and monitored if staff completed their training. Staff understood how to protect patients from abuse. Staff had training on how to recognise and report abuse. The service controlled infection risk well. The design, maintenance and use of facilities, premises and equipment kept people safe. The service had enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment. The service used systems and processes to safely prescribe, administer, record and store medicines. Incidents were recorded and managed appropriately.
• The service provided care and treatment based on national guidance and evidence-based practice. Staff monitored the effectiveness of care and treatment. The service made sure staff were competent for their roles. Managers appraised staff’s work performance and held supervision meetings with them to provide support and development. Staff worked together as a team to benefit patients. Staff gave patients practical support and advice to lead healthier lives. Staff supported patients to make informed decisions about their care and treatment.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff provided emotional support to patients, families and carers to minimise their distress. They understood patients' personal, cultural and religious needs. Staff supported patients, families and carers to understand their condition and make decisions about their care and treatment.
• The service planned and provided care in a way that met the needs of people who used the service. The service was inclusive and took account of patients’ individual needs and preferences. People could access the service when they needed it and received the right care promptly. It was easy for people to give feedback and raise concerns about care received.
• Leaders understood and managed the priorities and issues the service faced. The service had a vision for what it wanted to achieve. Staff felt respected, supported and valued. The service had an appropriate governance system. Staff identified and escalated relevant risks and issues and identified actions to reduce their impact. The information systems were secure. Leaders actively and openly engaged with patients and staff.

However:

• Records were not stored in an organised manner in line with professional guidance.
• Some staff were not aware of the provider’s internal procedure in handling a deteriorating patient, but were instead following the procedure of the hospital the provider rented space from.