We spoke with seven people who all told us they felt respected by all staff at the fertility centre. People said they felt well supported with information. They said staff were caring and supportive, which enabled them to feel fully involved with their treatments. One person said “we definitely feel respected. We have been given lots of information which was all very clear. We came with lots of questions and all have been answered and issues explained in a way we understand.” Another person said “the staff here are just brilliant. They asked us all the time how we were feeling; they gave us advice on the best way to go about things and then gave us the time we needed to decide what to do.”

The fertility centre had processes in place to gain the consent of people to share information with others in their best interests. This enabled treatment and emergency plans to be coordinated and minimise risks for people.

The service had been purpose built to provide fertility advice, treatment and support and ensure the privacy and dignity of people was maintained. All the people we spoke with told us they though the building and facilities were “very good.” The building was wheelchair accessible throughout. Staff told us they had been consulted about the design which they felt was fit for purpose.

We spoke with a range of staff working at the centre. All staff told us they felt well supported in their roles and managers were approachable. Staff told us they were enabled to develop their professional skills and qualifications by attending courses, training and conferences. We saw the provider had arranged mandatory training for all staff.

The provider had suitable arrangements in place to monitor and manage complaints. These included reviewing complaints at monthly senior managers meetings. People told us they knew how to make a complaint and any issues that arose would be dealt with appropriately and promptly.