We rated the Priory Wellbeing Centre – Harley Street as good because:

• Staff assessed risks to patients using the service. There were management plans to address these risks, and in the event of a crisis.
• Staff were qualified, experienced and effectively liaised with GPs and other health professionals. They received regular training, supervision and appraisal.
• The premises were clean, comfortable, and well maintained, protecting patients’ confidentiality.
• Staff were trained in safeguarding adults and children, and followed safeguarding procedures.
• Staff were respectful towards patients, and patients described them as knowledgeable, and accommodating, enabling them to make informed choices about their treatment, and develop skills to self-care.
• The provider investigated complaints thoroughly and took action to improve the service.
• The management undertook regular audits of the service, with actions to address any concerns found. They also monitored incidents relating to the service, and determined learning that could be put into practice.
• Management acted on feedback from patients to improve the service, for example changing the ambient music, providing crisis cards, and arranging some Saturday appointments.
• There was a risk register for the centre, to ensure that all risk areas were addressed and monitored appropriately.

However:

• The provider had not developed agreed inclusion and exclusion criteria guidance for managing referrals to the centre.
• Some staff were not aware about a recent serious incident relating to the service.
• Clinical governance meetings did not include a wide selection of staff working at the service.