We spoke with a range of managers, clinical staff and patients who were using the service and their partners.

We found that people were involved in their care. One patient told us, “During our consultation, the nurse then went over everything again with us and talked over all the available options. She spoke at an easy pace and I felt able to ask questions. I felt involved in the process and informed as well.”

Patients’ privacy and dignity were respected. A patient said, “The treatment can be quite intrusive but they always ensure I am comfortable, the curtain is drawn and the door is locked.”

We found that treatment was offered without discrimination. A staff member told us, “We treat all patients the same, whether it’s the same sex couple or single patient. The care is no different.”

We found that patients were assessed and there were arrangements to ensure the care planned and delivered was safe. Patients were satisfied with the care and one told us, “They are extremely professional, caring, nurturing and the nurses are fantastic.” Another patient said, “They can see what we want to achieve but go over everything with us and are holistic with both of us.”

We found there were arrangements that ensured medicines were managed safely.

Staff were supported in their roles and had access to training and an appraisal. A nurse said that the manager “Has an open door policy and is always on hand if we need to talk about anything.” Another nurse said “I have felt 100% supported.”

We found there was an effective complaints procedure and that changes were made in the light of concerns raised.

We spoke with six people who had used the service. We also saw the output from 26 feedback forms. People reported that they were highly satisfied with the care and treatment they had received. One person told us that staff had been, "Extremely approachable" and had, "Explained the options clearly". Another person told us that, "Staff are really lovely. I trusted them completely." Where people had not been satisfied, we saw evidence that the provider had investigated their concerns, responded appropriately and made any necessary changes.

Everyone who used the service was assessed and treated by a specialist doctor. If staff had concerns about the well-being of the person or the future well-being of a child they were required to speak to the counsellor. In addition, the person was discussed at the weekly multi-disciplinary meeting.

A safeguarding policy was put into place and provided to us immediately after our inspection. Staff were booked to attend training around safeguarding vulnerable adults and children. Staff knew the signs of possible abuse and how to report this to the authorities.

There were appropriate recruitment processes in place and staff had had the necessary checks before they started work. There were systems in place to monitor the quality of the service provided. People were asked for their feedback, regular staff meetings took place and the service was licensed by the Human Fertilisation and Embryology Authority (HFEA).