During our inspection on 24 February 2014 we spoke with two couples who had attended the clinic for treatment. One person told us: “Everyone has been very friendly and professional. We feel the care we have received has been very personalised. We really can’t fault it."

Care and treatment records were up-to-date and reflected each time a person and their partner had attended the clinic for treatment or a consultation.

A local safeguarding policy to protect children and vulnerable adults was in place and staff had undertaken appropriate training.

There were regular on-going training sessions and clinical competency assessments in place to ensure that clinical staff safely delivered care and support to people.

The clinic had an effective system in place to deal with complaints people might raise. Information was available for people who attended the clinic which informed them of how to raise a concern and also how to comment on the service received.

We found that Care Fertility had changed their processes and were more able to deal with emergencies.

We spoke with one couple who said they were very happy with the service. They told us “we have been provided with all the information we need and our appointments have always been on time”.

We looked at the written feedback that people had given after their treatment. The feedback was positive: “the nurses were such lovely people”, “all nursing staff and lab team were fantastic, friendly and caring”, “everything was done to the highest standard possible, good job well done” and “always very welcoming”.

We found the service to be welcoming and supportive to people. The staff we spoke with were knowledgeable and compassionate. The records were well maintained and procedures were followed to protect the rights of the people receiving treatment and their embryos.

There was one minor concern surrounding the emergency trolley which was not locked.