People who used this service felt that they received the best assisted fertility treatment of any clinic they had used. We also found that people felt well-informed about the decisions they took in relation to their care and treatment and that these decisions were respected and well supported by the clinic. People told us the level of support shown to them was excellent.

We found that cleanliness and infection control procedures were in place and were being used consistently as this was confirmed by all of the staff we spoke with who worked at the clinic. When we looked around the clinic, we found it to be clean and well-maintained.

We found that the clinic undertook relevant checks prior to appointing new staff, in terms of taking up of references, Disclosure and Barring Service (DBS) checking and checking the professional registration of nursing staff. This showed that the clinic had effective procedures in place for ensuring that it only employed staff who were suitably qualified and fit to work with people who used the clinic.

The clinic had an effective complaints process in place which encouraged people to raise concerns and responded appropriately to them. We found that action was taken in relation to lessons learnt from concerns raised.

People who use the service told us that they were provided with a lot of information about their treatment, including risks, benefits and limitations and were treated well by staff at the clinic. They rated the clinic “very good” and “excellent” and praised the personalised care provided by staff. They said that they were happy to raise any concerns they had about the clinic with staff but had not needed to.