Our Statement of Purpose - Marie Stopes International

Transcription

Marie Stopes International
Statement of Purpose
2
Marie Stopes International Statement of Purpose
July 2016
Page 1 of 35
Contents
Aims and Objectives ....................................................................................................................................... 4
Core Values ...................................................................................................................................................... 5
UK Team Organisational Structure ................................................................................................................ 6
UK Regional Structure – West London and Greater London and South East Region ............................. 7
UK Regional Structure – West London and Greater London and South East Region Early Medical Unit
Management ..................................................................................................................................................... 8
UK Regional Structure – North, South West and Midlands......................................................................... 9
U.K. Organisation Information ..................................................................................................................... 10
Greater London Region................................................................................................................................. 13
Essex Centre .................................................................................................................................................. 13
Southend Early Medical Unit .................................................................................................................... 13
Stevenage Early Medical Unit .................................................................................................................. 13
North Finchley Early Medical Unit ............................................................................................................ 13
Dagenham Early Medical Unit .................................................................................................................. 14
Enfield Early Medical Unit ........................................................................................................................ 14
Romford Early Medical Unit ...................................................................................................................... 14
Ilford Early Medical Unit ........................................................................................................................... 14
Milton Keynes Vasectomy Service ........................................................................................................... 14
Colchester Early Medical Unit .................................................................................................................. 15
Ampthill Vasectomy Service ..................................................................................................................... 15
South London Centre .................................................................................................................................... 15
Isle of Wight Vasectomy Service .............................................................................................................. 15
Lewisham Early Medical Unit ................................................................................................................... 15
Guildford Early Medical Unit .................................................................................................................... 16
Waterloo Early Medical Unit ..................................................................................................................... 16
Greenwich Early Medical Unit .................................................................................................................. 16
Edgware Early Medical Unit ..................................................................................................................... 16
Wimbledon Early Medical Unit ................................................................................................................. 16
Croydon Early Medical Unit ...................................................................................................................... 16
Central London Centre .................................................................................................................................. 17
Hemel Hempstead Early Medical Unit...................................................................................................... 17
Watford Early Medical Unit ....................................................................................................................... 17
North London Early Medical Unit .............................................................................................................. 17
South East Region ......................................................................................................................................... 18
Maidstone Centre ........................................................................................................................................... 18
Dartford Vasectomy Service ..................................................................................................................... 18
Norwich Centre .............................................................................................................................................. 18
Thetford Early Medical Unit ...................................................................................................................... 18
Kings Lynn Early Medical Unit .................................................................................................................. 19
Cambridge Early Medical Unit / Vasectomy Service ................................................................................ 19
West London .................................................................................................................................................. 19
West London Centre ...................................................................................................................................... 19
Woking Pregnancy Advisory Centre......................................................................................................... 19
Woking Vasectomy Service ...................................................................................................................... 19
Hounslow Early Medical Unit .................................................................................................................... 20
Hillingdon Early Medical Unit .................................................................................................................... 20
Finsbury Park Early Medical Unit ............................................................................................................. 20
Earls Court Early Medical Unit ................................................................................................................. 20
Camberley Early Medical Unit / Vasectomy Service ................................................................................ 20
Wembley Early Medical Unit .................................................................................................................... 21
South West and Midlands Region ................................................................................................................ 21
Bristol Centre ................................................................................................................................................. 21
West Mendip Early Medical Unit .............................................................................................................. 21
Swindon Vasectomy Service .................................................................................................................... 21
Bournemouth Early Medical Unit .............................................................................................................. 21
Poole Early Medical Unit .......................................................................................................................... 22
Gillingham Early Medical Unit .................................................................................................................. 22
July 2016
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Tewkesbury Vasectomy Service .............................................................................................................. 22
Birmingham Centre ....................................................................................................................................... 22
Central Birmingham Early Medical Unit ................................................................................................... 22
Sparkhill Early Medical Unit ...................................................................................................................... 22
Erdington Early Medical Unit .................................................................................................................... 23
Walsall Early Medical Unit ........................................................................................................................ 23
Wolverhampton Early Medical Unit .......................................................................................................... 23
Stourbridge Early Medical Unit ................................................................................................................. 23
Handsworth Early Medical Unit ................................................................................................................ 23
Sandwell Centre ............................................................................................................................................. 24
Telford Centre ................................................................................................................................................ 24
Shrewsbury Early Medical Unit ................................................................................................................ 24
Coventry Centre ............................................................................................................................................. 24
Nuneaton Early Medical Unit ................................................................................................................... 24
Nuneaton Vasectomy Service .................................................................................................................. 25
Stratford-upon-Avon Early Medical Unit/Vasectomy Unit......................................................................... 25
Northern Region ............................................................................................................................................ 26
Manchester Centre ........................................................................................................................................ 26
Blackpool Early Medical Unit .................................................................................................................... 26
Central Manchester Early Medical Unit .................................................................................................... 26
Preston Early Medical Unit ....................................................................................................................... 26
Bolton Early Medical Unit ........................................................................................................................ 26
Stockport Early Medical Unit .................................................................................................................... 27
Oldham Early Medical Unit ....................................................................................................................... 27
Rochdale Early Medical Unit .................................................................................................................... 27
Ashton-Under-Lyne Early Medical Unit .................................................................................................... 27
North Manchester Early Medical Unit ....................................................................................................... 27
Liverpool Early Medical Unit ..................................................................................................................... 28
Bury Early Medical Unit ............................................................................................................................ 28
Leeds Centre ................................................................................................................................................. 28
Wakefield Early Medical Unit / Vasectomy Service .................................................................................. 28
Bradford Early Medical Unit ...................................................................................................................... 28
South Shields Early Medical Unit ............................................................................................................ 29
Batley Early Medical Unit ........................................................................................................................ 29
Airedale Early Medical Unit ..................................................................................................................... 29
Scunthorpe Early Medical Unit ................................................................................................................ 29
Huddersfield Early Medical Unit ............................................................................................................... 29
North Ormesby Vasectomy Service ......................................................................................................... 30
Hartlepool Vasectomy Service ................................................................................................................. 30
Leeds Central Early Medical Unit ............................................................................................................. 30
Marie Stopes Call Centre Information ......................................................................................................... 31
Client Guide .................................................................................................................................................... 32
Complaints – Advice for Clients .................................................................................................................. 34
July 2016
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Aims and Objectives
Marie Stopes International (MSI) is a charity providing a range of reproductive healthcare services. Our
mission is to ensure the individual's fundamental right to have children by choice not chance. The
objectives and measurements that support this mission are:
Objectives
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To provide high quality, affordable, professional, client oriented services
To continuously strive to improve the quality of our services
To maximise the added benefits and value offered to our clients
To differentiate MSI services from those of our competitors
To listen to our stakeholders and be responsive to their comments
Measurements
MSI will ensure that progress against objectives is monitored by:
 Analysing client numbers, wait times, client questionnaires, comments and complaints
 Implementation of Marie Stopes International Integrated Governance Framework through self-assessment, external
regulatory inspection and information gathering
 Conducting regular audits to inform service improvements
 Gathering market research
 Monitoring and implementing actions raised from the Board and Senior Management Team and UK Managers
meetings.
July 2016
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Core Values
July 2016
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UK Team Organisational Structure
July 2016
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UK Regional Structure – West London and Greater
London and South East Region
July 2016
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UK Regional Structure – West London and Greater
London and South East Region Early Medical Unit
Management
July 2016
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UK Regional Structure – North, South West and
Midlands
July 2016
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U.K. Organisation Information
Marie Stopes is a registered charity (No.265543) providing a range of reproductive healthcare services.
Company number: 1102208.
Registered Provider:
1 Conway Street
Fitzroy Square
London
W1T 6LP
Tel: 020 7636 6200
Care Quality Commission Provider Registration no: 1-102643434
Regulated Activities:
 Termination of pregnancies
 Surgical procedures
 Family planning
 Treatment of disease, disorder or injury
 Diagnostic and screening procedures
 Transport services, triage and medical advice provided remotely
Management Information
Mr Simon Cooke
Chief Executive
Simon joined MSI in 2013 with more than 20 years of international management, marketing and sales
experience in a range of developed and developing countries including North Africa, Asia, Latin America, the
Nordics, the Gulf, the Levant and Iran. Before coming to MSI he was CEO of SuperMax, a personal care
product marketing organisation based in the Middle East. He has also held senior leadership positions at
both Procter and Gamble and Reckitt Benckiser.
Simon is committed to bringing his expertise and experience to fulfil our mission of children by choice, not
chance.
Mike Dimond
Regional Director of Commercial Operations (UK, South Africa, Mexico)
Mike Dimond has worked within the independent healthcare sector within the UK for over 20 years. Mike has
experience of holding the registered manager position within both Acute and Psychiatric hospitals as well as
spending 4 years as the registered manager of the Marie Stopes Essex centre. He has worked within the
abortion sector for more than 10 years managing clinics through the introduction of both Healthcare
Commission and Care Quality Commission standards. Presently, Mike is the Director of UK and Europe for
Marie Stopes who are the largest independent provider of abortion services in England, Northern Ireland and
Wales.
July 2016
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Suzanne Pattison
Director of Commercial Operations, UK & Europe
Suzanne Pattison is a Chartered Accountant who qualified with Moores Rowland (now part of BDO) where
she worked within its Audit and Small Business Advisory teams. Suzanne subsequently moved into financial
services within Man Group plc where she was Managing Director of its Global Valuation Function and more
recently she has worked as Corporate Services Director for a privately owned energy technology company.
In 2014 Suzanne joined Marie Stopes as Finance Director for the UK and Europe and in early 2016 became
the Commercial Director for the region.
Nominated Individual
Laura Marshall
Director of Governance and Quality UK and Europe
Laura joined Marie Stopes International following a 16 year career within the NHS. As a senior operational
and commissioning leader, Laura’s clinical background is within the nursing profession including acute,
community and commissioning environments. Laura holds a specialist degree in Primary and Secondary
Care and a MSc in Improvement Science.
Team Member Information
Marie Stopes International is the UK’s leading provider of sexual and reproductive healthcare services. Our
nationwide network of sexual health clinics see over 100,000 men and women each year who come to us for
information, advice and professional care. We are committed to providing all the help you need to make
informed choices about your health. We ensure that there is no wait for appointments and that our centres
are safe, friendly, and comfortable places to visit.
All our team members are trained to the highest possible standards to ensure clients receive the best
possible care.
Marie Stopes Centres
Accommodation
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Consultation/treatment room
Admission facilities
Pre-treatment reception area
Recovery area
Day care ward
Toilet facilities
Access or assistance for those with disabilities available at most locations
Termination of Pregnancy Services
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Consultation and referral for clients aged 12 and above
Abortion under the terms of the 1967 Abortion Act for clients aged 12 and above
Surgical abortion up to 24 weeks gestation
Medical abortion
Sexual Health Services
 Advice and provision on contraceptive options
 Sexually transmitted infections screening and treatment
Counselling
Appointments are available with British Association of Counselling & Psychotherapy approved, externally supervised
counsellors via the telephone and face to face at main centres
July 2016
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Early Medical Units
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Pregnancy testing
Unplanned pregnancy consultations
Medical abortion
Advice and provision on contraceptive options
Sexually transmitted infections screening and treatment
For those clients seeking abortion a telephone consultation process is available via MSI One Call service to:
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Provide accessible information to service users
Confirm grounds for abortion under the 1967 Abortion Act
Take and record medical history
Discuss available options regarding the nature of available procedures and anaesthetic choices
Provide information regarding the risks of abortion
Offer advice regarding aftercare
Answer any questions
Offer pre and post-operative care and support
Provide privacy and confidentiality
Sterilisation Services at Marie Stopes Centres
 Vasectomy consultation, procedure and post operative care
 Sterilisation consultation, procedure and post operative care
For those clients seeking vasectomy the consultation process is designed to:
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Provide information regarding the risks and failure rates of vasectomy
Discuss continuing contraception until sample testing confirms success
Offer advice regarding aftercare
Capture medical history
Discuss clients decision and the permanency of vasectomy
Discuss reversal
Answer any questions
Provide privacy and confidentiality
July 2016
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MSI Centre Information
All opening days are subject to variance. Please call Tel: 0345
300 8090 for actual opening days
Please find below the contact details for our Registered Managers.
Greater London Region
Chanelle Smith
Email : [email protected]
CQC Manager I.D In progress
Essex Centre – CQC Registration Location I.D. 1-130902774 - Appointments available Monday -
Saturday – May vary
Termination of Pregnancy to 23 weeks 6 days - 88 Russell Road, Buckhurst Hill, Essex, IG9 5QB
Regulated activities:
Range of services
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Termination of pregnancies
Surgical procedures
Family planning
Treatment of disease, disorder or injury
Diagnostic and screening procedures
Consultation
Counselling
Termination of pregnancy
Vasectomy
Female sterilisation
STI screening and treatment
Contraception
GREATER LONDON AREA
Southend Early Medical Unit - satellite centre - Appointments available Wednesday & Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days. - Southend Medical Centre, 50-52 London Road, Southend on Sea,
SS1 1PR
Range of services
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Family planning
Diagnostic & screening procedures
Consultation
Contraception
Stevenage Early Medical Unit - satellite centre - Appointments available Thursday and Friday – (may vary)
Termination of Pregnancy to 9 weeks 4 days – Canterbury Way Surgery,91A Canterbury Way,Stevenage, SG1 4LQ
Range of services
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Family planning
Consultation
Contraception
North Finchley Early Medical Unit - satellite centre - Appointments available Thursday & Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Torrington Park Health Centre, 1st Floor, 16 Torrington Park, North
Finchley, London N12 9SS
Regulated activity:
Range of services
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Family planning
Consultation
Contraception
July 2016
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Dagenham Early Medical Unit - satellite centre - Appointments available Wednesday & Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - The Broad Street Centre, Moreland Road, Dagenham, London RM10
9HU
Range of services
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Family planning
Consultation
Contraception
Enfield Early Medical Unit - satellite centre - Appointments available Tuesday and Thursday. (may vary)
Termination of pregnancy to 9 weeks 4 days – Lincoln Road Medical Practice, Lincoln Road, Bush Hill Park, Enfield.
EN1 1LJ
Range of services
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Family planning
Consultation
Contraception
Romford Early Medical Unit - satellite centre - Appointments available on Mondays and Tuesdays (may vary)
Termination of pregnancy to 9 weeks 4 days – Mawney Medical Centre,7 Saint Edwards Way, Romford, Essex. RM1
3DQ
Range of services
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Family planning
Consultation
Contraception
Ilford Early Medical Unit - satellite centre - Appointments available Wednesday and Saturday – (may vary)
Termination of pregnancy to 9 weeks 4 days – Mathukia Surgery,281 Ilford Lane, Ilford.IG1 2SF
TEMPORARILY CLOSED DUE TO SURGERY RE-FURBISHMENT EXPECTED RE-OPENING AUGUST 2016
Range of services
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Family planning
Consultation
Contraception
Milton Keynes Vasectomy Service – satellite centre - Appointments available 1 Saturday per month. (may vary)
The Grove Surgery, Farthing Grove, Netherfield, Milton Keynes. MK6 4NG
Range of services
 Vasectomy consultation
 Vasectomy
July 2016
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Colchester Early Medical Unit - satellite centre - Appointments available Thursday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days – Tollgate Practice, 145 London Road, Stanway,Colchester, Essex.
CO3 8NZ OPENING SEPTEMBER 2016
Range of services
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Family planning
Consultation
Contraception
Ampthill Vasectomy Service – satellite centre - Appointments available 1 Saturday per month (may vary)
The Houghton Close Surgery, Ampthill, MK45 2TG
Range of services
 Diagnostic & screening procedures
 Vasectomy
Fiona Baines Email: [email protected]
cQC Manager I.D. CON1 - 2086264835
South London Centre - CQC Registration Location I.D. 1-130902888
- Appointments available Monday - Saturday – (may vary)
GREATER LONDON AREA
Termination of pregnancy to 23 weeks 6 day - 1a Raleigh Gardens, Brixton Hill, South London, SW2
Range of services
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Surgical procedures
Family planning
Consultation
Counselling
Contraception
Isle of Wight Vasectomy Service - satellite centre - Appointments available 1 Friday per month (may vary)
The Sexual Health Unit, St Mary’s Hospital, Parkhurst Road, Newport, Isle of Wight, PO30 5TG
Range of services
 Vasectomy
Lewisham Early Medical Unit - satellite centre - Appointments available Tuesday & Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - St Johns Medical Centre, 56-60 Loampit Hill, London SE13 7SX
Range of services
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Family planning
Consultation
Contraception
July 2016
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Guildford Early Medical Unit - satellite centre – Appointments available Wednesday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - The Annexe Building, The Jarvis Centre, 60 Stoughton Road, Guildford, Surrey.
GU1 1LJ
Range of services
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Family planning
Consultation
Contraception
Waterloo Early Medical Unit - satellite centre - Appointments Monday, Tuesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - Burrell Street Sexual Health Clinic, 4/6 Burrell Street, London SE1 0UN
Range of services
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Family planning
Consultation
Contraception
Greenwich Early Medical Unit - satellite centre - Appointments available Mondays and Wednesdays (may vary)
Termination of pregnancy to 9 weeks 4 days – South Street Medical Centre, 71A Greenwich South St. London. SE10 8NT
Range of services
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Family planning
Consultation
Contraception
Edgware Early Medical Unit - satellite centre - Appointments available Thursdays and Fridays (may vary)
Termination of pregnancy to 9 weeks 4 days – Oak Lodge Medical Centre, 234 Burnt Oak Broadway, Edgware. HA8 0AP
Range of services
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Family planning
Diagnostic and Screening Procedures
Consultation
Contraception
STI Screening and Treatment
Wimbledon Early Medical Unit - satellite centre - Appointments available Mondays and Tuesdays (may vary)
Termination of pregnancy to 9 weeks 4 days – Minerva Medical Clinic, 39 Hartfield Road, Wimbledon, London, SW19 3SG
Range of services
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Family planning
Consultation
Contraception
Croydon Early Medical Unit - satellite centre - Appointments available Monday, Wednesdays and Fridays, (may vary)
Termination of pregnancy to 9 weeks 4 days - East Croydon Medical Centre, 59 Addiscombe Road, CR0 6SD
Range of services
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Family planning
Consultation
Contraception
July 2016
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Fiona Baines Email: [email protected]
Central London Centre
CQC Manager I.D CON1 - 2086264835
- CQC Registration Location I.D. 1-130902757 Appointments available Monday – Friday except BH
Termination of pregnancy to 13 weeks 6 days - 108 Whitfield Street, London W1T 6BE
Range of services
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Surgical procedures
Family planning
Diagnostic and Screening procedures
Consultation
Counselling
Contraception
Vasectomy
Hemel Hempstead Early Medical Unit - satellite centre - Appointments available Thursday and Friday (may vary)
GREATER LONDON AREA
Termination of pregnancy to 9 weeks 4 days - Within Speedwell Pharmacy, 161 London Road, Apsley, Hertfordshire, HP3 9SQ
Range of services
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Family planning
Consultation
Contraception
Watford Early Medical Unit - satellite centre - Appointments available on Mondays and Tuesdays. (may vary)
Termination of pregnancy to 9 weeks 4 days - Upton Road Surgery, Ground Floor, Colne House, 21 Upton Road, Watford. WD8
0JP
Regulated activity:
Range of services
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Family planning
Consultation
Contraception
North London Early Medical Unit – satellite centre - Appointments available Friday and Saturday (may vary)
Termination of pregnancy to 9 weeks 4 days - The Whittington Hospital, 3rd Floor, Day Treatment Centre, Magdala
Avenue, London. N19 5NF
Range of services
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Family planning
Diagnostic and Screening procedures
Consultation
Contraception
July 2016
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South East Region
Tammi Jeffrey Email: [email protected]
Maidstone Centre - CQC Registration Location I.D.
cQC Manager I.D. 1- 326916524
1-130902809 - Appointments available Monday – Friday except BH
SOUTH EAST AREA
Termination of pregnancy to 13 weeks 6 days - 10 Brewer Street, Maidstone, Kent, ME14 1RU
Range of services
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Surgical procedures
Family planning
Consultation
Counselling
Vasectomy
Contraception
Dartford Vasectomy Service - Satellite centre - Appointments available 1 Saturday per month (may vary)
32 Devon Road, South Darenth, Dartford, DA4 9AB
Range of services
 Vasectomy
Norwich Centre – CQC Registration Location I.D. 1-977640293
Appointments available Thursday - Friday except BH
SOUTH EAST AREA
Termination of pregnancy to 23 weeks 6 days - Turnstone Court, Norwich Community Hospital, Bowthorpe Road, Norwich, NR2 3TU
Regulated activity:
Range of services
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Surgical procedures
Family planning
Consultation
Counselling
Contraception
Thetford Early Medical Unit - satellite centre - Appointments available Monday and Tuesday (may vary)
Termination of pregnancy to 9 weeks 4 days - Within Thetford Healthy Living Centre, Croxton Road, Thetford, IP24
1JD
Range of services
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Family planning
Consultation
Contraception
July 2016
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Kings Lynn Early Medical Unit - satellite centre - Appointments available Wednesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - St James Medical Practice, County Court Road, Kings Lynn, PE30
5SY
Range of services
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Family planning
Consultation
Contraception
Cambridge Early Medical Unit / Vasectomy Service - satellite centre – Early Medical appointments available
Thursday and Friday. Vasectomy once bi-monthly on Tuesdays. (may vary). Termination of pregnancy to 9 weeks 4 days -
Woodlands Surgery, Eden House, 48-49 Bateman Street, Cambridge. CB2 1LR
Range of services
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Surgical procedures
Family planning
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Consultation
Contraception
Vasectomy consultation
Vasectomy
West London
John Hansen Brevetti
Email : [email protected]
CQC Manager I.D In progress
West London Centre - CQC Registration Location I.D. 1-130902906 - Appointments available Monday – Saturday except BH
Termination of pregnancy to 23 weeks 6 days - 87 Mattock Lane, Ealing, London, W5 5BJ
SOUTH EAST AREA
Regulated activity:
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Surgical procedures
Family planning
Range of services
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Consultation
Counselling
Vasectomy
Contraception
Woking Pregnancy Advisory Centre – Appointments available Wednesday
Hillview Medical Centre, 3 Heathside Road, Woking, GU22 7QP
Woking Vasectomy Service - satellite centre - Appointments available 1 Saturday per month (may vary)
Hillview Medical Centre, 3 Heathside Road, Woking, GU22 7QP
Range of services
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 Vasectomy
Family planning
July 2016
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Hounslow Early Medical Unit - satellite centre - Appointments available Wednesday & Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - Firstcare Practice, Prince Regent Road, Blenheim Centre, Hounslow,
London, TW3 1NL
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Family planning
Range of services
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Consultation
Contraception
Hillingdon Early Medical Unit - satellite centre - Appointments available Monday & Tuesday (may vary)
Termination of pregnancy to 9 weeks 4 days- Oakland Medical Centre, 32 Parkway, Hillingdon, Uxbridge, Middlesex.
UB10 9JX
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Family planning
Range of services
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Consultation
Contraception
Finsbury Park Early Medical Unit - satellite centre - Appointments available Monday & Tuesday, (may vary)
Termination of pregnancy to 9 weeks and 4 days - Village Practice, 115 Isledon Road, London, N7 7JJ
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Family planning
Range of services
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Consultation
Contraception
Earls Court Early Medical Unit - satellite centre - appointments available Weds and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Earls Court Medical Centre, 3rd Floor, 248 Earls Court Road, London. SW5 9AD
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Family planning
Range of services
 Consultation
 Termination of pregnancy
 Contraception
Camberley Early Medical Unit / Vasectomy Service - satellite centre –Early Medical appointments available Tuesday
and Thursday. Vasectomy twice monthly on Saturdays (may vary) Termination of pregnancy to 9 weeks 4 days - Upper
Gordon Road Surgery,37 Upper Gordon Road, Camberley, GU15 2HJ
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


Family planning
Surgical procedures
Range of services






Consultation
Contraception
Vasectomy
July 2016
Page 20 of 35
Wembley Early Medical Unit - satellite centre - Appointments available Wednesday & Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - Monks Park Primary Care Centre, Monks Park, Wembley, HA9 6JE
Range of services
 Termination of pregnancies
 Consultation
 Family planning
 Contraception
 STI screening and treatment
South West and Midlands Region
Alison Peters Email: [email protected]
CQC Manager I.D 1-47268526
Bristol Centre - CQC Registration Location I.D. - 1-130902722 - Appointments available Monday – Friday except BH
SOUTH WEST AND MIDLANDS REGION
Termination of pregnancy to 18 weeks - 2 Gifford Court, Fox Den Road, Stoke Gifford, Bristol, BS34 8TT
Range of services










Surgical procedures
Family planning
Consultation
Counselling
Vasectomy
West Mendip Early Medical Unit - satellite centre - Appointments available Friday & Saturday (may vary)
Termination of pregnancy to 9 weeks 4 days - West Mendip Hospital, Old Wells Road, Glastonbury, BA6 8JD
Range of services








Family planning
Consultation
Contraception
Swindon Vasectomy Service - satellite centre - Appointments available 1 Friday per month (may vary)
Lawn Medical Centre, Guilford Avenue, Lawn, Swindon, SN3 1JL
Range of services
 Vasectomy
Bournemouth Early Medical Unit - satellite centre - Appointments available Friday and Saturday (may vary)
Termination of pregnancy to 9 weeks 4 days - Boscombe and Springbourne Health Centre, 68 Palmerston Road,
Bournemouth. BH1 4HW
Range of services








Family planning
Consultation
Contraception
July 2016
Page 21 of 35
Poole Early Medical Unit - satellite centre - Appointments available Tuesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - Poole Town Surgery, 36 Parkstone Road, Poole, Dorset. BH15 2PG
Range of services








Family planning
Consultation
Contraception
Gillingham Early Medical Unit - satellite centre - Appointments available Monday and Wednesday (may vary)
Termination of pregnancy to 9 weeks 4 days - Marlott Road, Gillingham. SP8 4FA
Range of services








Family planning
Consultation
Contraception
Tewkesbury Vasectomy Service - satellite centre - Appointments available 1 Friday per month (may vary)
The Elmbury Suite, Tewkesbury Hospital, Barton Road, Tewkesbury, GL20 5GJ
Range of services
 Vasectomy
Birmingham Centre - CQC Registration Location I.D - 1-420175501 - Appointments available Monday – Friday except BH
Termination of pregnancy to 23 weeks 6 days - 4 Arthur Road, Edgbaston, Birmingham, West Midlands, B15 2UL
Range of services











Surgical procedures
Family planning
Consultation
Counselling
Contraception
Vasectomy
Chlamydia screening
Central Birmingham Early Medical Unit - satellite centre - Thursday, Friday & Saturday (may vary)
th
Termination of pregnancy to 9 weeks 4 days - 4 Floor, Guildhall Building, Navigation Street, Birmingham, B2 4BT
MSI WILL BE TEMPORARILY LOCATED ON THE 1
ST
FLOOR FROM JULY 2016 UNTIL OCTOBER 2016
Range of services








Family planning
Consultation
Contraception
Sparkhill Early Medical Unit - satellite centre – Wednesday and Fridays (may vary)
Termination of pregnancy to 9 weeks 4 days – Sparkhill Primary Care Centre,856 Stratford Road, Birmingham, West
Midlands. B11 4BW
Range of services




Family planning




Consultation
Contraception
July 2016
Page 22 of 35
Erdington Early Medical Unit - satellite centre - Appointments available Monday & Wednesday (may vary)
Termination of pregnancy to 9 weeks 4 days – The Dove Primary Care centre, 60 Dovedale Road, Erdington. B23
5DD
Range of services




Family planning




Consultation
Contraception
Walsall Early Medical Unit - satellite centre – from Thursday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days – Rushall Medical Centre, 107 Lichfield Road, Walsall. WS4 1HB
Range of services




Family planning




Consultation
Contraception
Wolverhampton Early Medical Unit - satellite centre - Appointments Monday and Wednesday (may vary)
Termination of pregnancy to 9 weeks 4 days – Duncan Street Primary Care Centre, Blakenhall, Wolverhampton. WV2
3AN
Range of services




Family planning




Consultation
Contraception
Stourbridge Early Medical Unit - satellite centre - Appointments Tuesdays and Wednesdays (may vary)
Termination of pregnancy to 9 weeks 4 days – Lion Health, 2 Lowndes Road, Stourbridge. DY8 3SW
START DATE TO BE CONFIRMED
Range of services








Family planning
Consultation
Contraception
Handsworth Early Medical Unit - satellite centre - Appointments Tuesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days – Soho Road Health Centre 247-251 Soho Road, Birmingham, B21 9RY
Range of services








Family planning
Consultation
Contraception
July 2016
Page 23 of 35
Sandwell Centre - CQC Registration Location I.D - 1-323701628 - Appointments available Monday & Wednesday (may vary)
SOUTH WEST AND
MIDLANDS REGION
Termination of pregnancy to 23 weeks 6 days - Glebefields Health Centre, St Mark’s Road, Tipton, West Midlands DY4 0UB
Range of services









Surgical Procedures
Family planning
Consultation
Contraception
Telford Centre - CQC Registration Location I.D – 1- 2339494558 - Appointments available Monday and Tuesday and Saturdays (may
vary) Termination of pregnancy to 19 weeks - Trinity Health Centre, Malinslee Surgery, Church Road, Telford. TF3 2JZ
Range of services










Surgical Procedures
Family planning
Consultation
Counselling
Contraception
Shrewsbury Early Medical Unit - satellite centre - Appointments Wednesday and Thursday and Saturdays (may vary)
Termination of pregnancy to 9 weeks 4 days – Radbrook Green Surgery, Bank Farm Road, Shrewsbury. SY3 6DU
Range of services








Family planning
Consultation
Contraception
Coventry Centre - CQC Registration Location I.D – 1-2553826108 Appointments available Monday & Tuesday (may vary)
Termination of pregnancy to 23 weeks 6 days - Oasis Health Care, 51 Quinton Park, Coventry CV3 5PZ
Range of services











Surgical procedures
Family planning
Consultation
Counselling
Contraception
Vasectomy
Nuneaton Early Medical Unit - - satellite centre – Appointments Wednesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days – Old Mill Surgery, Marlborough Road, Nuneaton CV11 5PQ
Range of services








Family planning
Diagnostic screening and procedures
Consultation
Contraception
July 2016
Page 24 of 35
Nuneaton Vasectomy Service - satellite centre - Appointments available 1 Thursday per month (may vary)
Springhill Medical Centre, Phil Collins Way, Old Arley, Coventry. CV7 8NZ
Range of services
 Vasectomy
Stratford-upon-Avon Early Medical Unit/Vasectomy Unit - satellite centre – Appointments Friday and Saturday
(may vary)
Termination of pregnancy to 9 weeks 4 days – Rother House Medical Centre, Alcester Road,Stratford –UponAvon.CV37 6PP
Range of services











Family planning
Surgical Procedures
Consultation
Contraception
Vasectomy
July 2016
Page 25 of 35
Northern Region
Melanie Lowe
CQC Manager I.D. 1-594880338
Email:[email protected]
Manchester Centre - CQC Registration Location I.D.
- 1-130902826 - Appointments available Monday – Saturday except BH
Termination of pregnancy to 23 weeks 6 days - 5 Wynnstay Grove, Fallowfield, Manchester, M14 6XG
Range of services











Surgical procedures
Family planning
Consultation
Counselling
Vasectomy
Contraception
Blackpool Early Medical Unit - satellite centre - Appointments available Thursday & Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Sexual Health Services, Whitegate Health Centre, 150-158
Whitegate Drive, Blackpool FY3 9ES
NORTHERN REGION




Range of services




Family planning
Consultation
Contraception
Central Manchester Early Medical Unit - satellite centre - Appointments available Monday to Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Samedaydoctor Alexandra Buildings,, 28 Queens Street, Deansgate,
Manchester, M2 5HX
Regulated activity:
Range of services








Family planning
Consultation
Contraception
Preston Early Medical Unit - satellite centre - Appointments available Monday & Tuesday (may vary)
Termination of pregnancy to 9 weeks 4 days - Avenham Health Centre, Avenham Lane, Preston, PR1 3RG
Range of services








Family planning
Consultation
Contraception
Bolton Early Medical Unit - satellite centre – Appointments available Tuesday and Thursday (may vary)
Termination of pregnancy to 9 weeks 4 days - Lever Chambers, Ashburner Street, Bolton, BL1 1SQ
Range of services




Family planning




Consultation
Contraception
STI screeing and treatment
July 2016
Page 26 of 35
Stockport Early Medical Unit - satellite centre – Appointments available Wednesday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Lowfield Surgery, 5 Lowfield Road, Stockport. SK2 6RW




Family planning
Range of services




Consultation
Contraception
Oldham Early Medical Unit - satellite centre - Appointments available Friday & Saturday (may vary)
Termination of pregnancy to 9 weeks and 4 days - New Radcliffe St. Oldham. OL1 1NL




Family planning
Range of services




Consultation
Contraception
NORTHERN REGION
Rochdale Early Medical Unit - satellite centre – Appointments available Tuesday (may vary)
Termination of pregnancy to 9 weeks 4 days - Nye Bevan House, Maclure Road, Rochdale. OL11 1DN
Range of services








Family planning
Consultation
Contraception
Ashton-Under-Lyne Early Medical Unit - satellite centre – Appointments available on Monday. (may vary)
Termination of pregnancy to 9 weeks 4 days - Ashton Primary Care centre, 193 Old Street, Ashton-Under-Lyne. OL6
7SR
Range of services








Family planning
Consultation
Contraception
North Manchester Early Medical Unit - satellite centre – Appointments available on Monday, Tuesday, Thursday and
Friday (may vary)
Termination of pregnancy to 9 weeks 4 days – Conran Medical Centre, 77 Church Lane, Harpurhey,Manchester. M9
5BH
Range of services








Family planning
Diagnostic Screening and procedures
Consultation
Contraception
July 2016
Page 27 of 35
Liverpool Early Medical Unit - satellite centre – Appointments TBC
Termination of pregnancy to 9 weeks 4 days – Ropewalks Health Centre, 28 Argyle Street, Liverpool. L1 5DL
OPENING SEPT 2016
Range of services








Family planning
Diagnostic Screening and procedures
Consultation
Contraception
Bury Early Medical Unit - satellite centre – Appointments available on Saturday, Monday and Wednesday (may vary)
Termination of pregnancy to 9 weeks 4 days - Townside Primary Care centre, Knowsley Place, Knowsley Street,
Bury BL9 0SN.
Range of services




Family planning




Consultation
Contraception
Leeds Centre - CQC Registration Location I.D. - 1-130902791 - Appointments available Monday - Friday + 1 Saturday per month
Termination of pregnancy to 18 weeks 6 days - 45 Barrack Road, Leeds, LS7 4AB
Range of services










Surgical procedures
Family planning
except BH
Consultation
Counselling
Vasectomy
Wakefield Early Medical Unit / Vasectomy Service - satellite centre – Appointments available Tues & Wed -(may
NORTHERN REGION
vary) Termination of pregnancy to 9 weeks 4 days - The Grove Surgery, Trinity Medical Centre, Thornhill Street,
Wakefield, WF1 1PG
Range of services











Surgical procedures
Family planning
Consultation
Contraception
Vasectomy
Bradford Early Medical Unit - satellite centre – Appointments available Tuesday & Friday (may vary)
Termination of pregnancy to 9 weeks 4 days Rockwell and Wrose Practice, 2 Summerfield Road, Bradford BD10 8DP
Range of services








Family planning
Consultation
Contraception
July 2016
Page 28 of 35
South Shields Early Medical Unit - satellite centre - Appointments available Thursday & Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Cleadon Park Primary Care Centre, Prince Edward Road, South
Shields, NE34 7QA
Range of services




 Consultation
 Contraception
Family planning
Batley Early Medical Unit - satellite centre - Appointments available Wednesday & Saturday (may vary)
Termination of pregnancy to 9 weeks 4 days - Batley Health Centre,130 Upper Commercial street, Batley. WF17 5ED
Range of services








Family planning
Consultation
Contraception
Airedale Early Medical Unit - satellite centre - Appointments available Wednesday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - Airedale General Hospital, Skipton Road, Steeton, Keighley, West
Yorkshire.BD20 6TD
Range of services








Family planning
Consultation
Contraception
Scunthorpe Early Medical Unit - satellite centre - Appointments available Tuesdays and Thursdays (may vary)
Termination of pregnancy to 9 weeks 4 days - Ancora Medical Practice, 291 Ashby Road, Scunthorpe. DN16 2AB
Range of services








Family planning
Consultation
Contraception
Huddersfield Early Medical Unit - satellite centre – Appointments available Wednesday & Thursday (may vary)
nd
Termination of pregnancy to 9 weeks 4 days – 2
HD1 2EG
Floor, Cloth Hall Chambers, 12-14 Cloth Hall Street. Huddersfield
Range of services








Family planning
Consultation
Contraception
July 2016
Page 29 of 35
North Ormesby Vasectomy Service - satellite centre - Appointments available 2 Wednesdays per month (may vary)
North Ormesby Health Village,11a Trinity Mews,Middlesbrough.TS3 6AL OPENING AUG 2016
Range of services




 Vasectomy
Family planning
Diagnostic and screening
Hartlepool Vasectomy Service - satellite centre - Appointments available 1 Wednesday per month (may vary)
Sexual Health Teeside, One Life Hartlepool, Park Road, Hartlepool TS24 7PW OPENING SEPT 2016
Range of services




 Vasectomy
Family planning
Diagnostic and screening
Leeds Central Early Medical Unit - satellite centre – Appointments available Tuesday and Friday (may vary)
Termination of pregnancy to 9 weeks 4 days - One Medicare, The Light Surgery, Balcony Level, The Light, The
Headrow,Leeds.LS1 8TL
Range of services








Family planning
Consultation
Contraception
STI screening and treament
July 2016
Page 30 of 35
Marie Stopes Call Centre Information
One Call - Central Booking Centre Manager - Penny Greenwood
CQC Registration Location I.D. 1-130902924 CQC Manager I.D 1-129036738
Axis 4/5, Woodlands, Bradley Stoke, Bristol BS32 4JT
 Transport services, triage and medical advice provided remotely
Range of services/Appointments available 24/7







Telephone consultation
Telephone counselling
Termination of pregnancy advice and booking service
Contraception advice
STI screening results
Male/female sterilisation advice and appointment booking
Health screening advice and booking service
Tel: 0345 300 8090
Email: [email protected]
July 2016
Page 31 of 35
Client Guide
Safeguarding
MSI recognises its statutory, moral and ethical duty to ensure that all persons, both children and adults are
adequately safeguarded whilst in our care. Health professionals will work together to safeguard and promote the
welfare of vulnerable people and those at risk, therefore protecting them from abuse and neglect. We work within
the principles of The Children Act, Health & Social Care Act, Mental Capacity Act and the Intercollegiate Document
2014. MSI provides training to all staff on safeguarding to ensure that team members have the knowledge and skills
to recognise safeguarding concerns and act appropriately.
Data Protection
In order to maintain confidentiality we would normally address you by your first name. If you have another
preference please let a nurse or member of the team know.
We will ask for details of a contact in case of emergency. However, under normal circumstances, no details of your
admission or treatment will be given to any third party without your authorisation. If, while you are at the centre, you
are expecting any contact by friends or relatives, please let us know.
Client information
You will receive written information regarding the services you require in the form of booklets and/or leaflets. To
supplement this, you will be asked to give informed consent for all procedures, the face-to-face consultation
process, with a healthcare professional, who will serve:





To address any concerns and answer any questions you may have
To offer information regarding choice of treatment and risks involved
To offer advice regarding aftercare
To discuss future contraception with those undergoing abortion
To offer privacy for the pre-treatment consultation and admission processes
You have access to a 24hr advice line should you be at all worried prior to or following your procedure and any
aftercare treatment is offered at no further charge.
Should you have any questions about what happens regarding your pregnancy following treatment, please ask a
nurse for information.
If you have any comments or suggestions regarding the information contained within this statement or in any of our
other literature, please speak to a team member.
Client Notes
In line with the Data Protection Act 1998 should you wish to obtain a copy of your record after your discharge from a
Marie Stopes Centre, please send your request in writing to the Manager.
In order to ensure confidentiality you will be asked to attend the centre in person with suitable identification,
preferably photo identification e.g. a passport, to collect the information. If you require your case notes more than a
year after your procedure there will be a delay of up to two weeks while we retrieve the records from our data
collection service. There will be a small administration charge for this.
Should any third party request access to confidential information regarding your admission and treatment, MSI will
not release this in the absence of written, signed authorisation from you, unless we have a legal or moral obligation
to do so, as part of the data protection act. For example, in the case of prevention or detection of crime.
July 2016
Page 32 of 35
Questionnaires
You will receive a questionnaire giving you the opportunity to comment on the service you have received. This feedback
provides a valuable insight into how our service is perceived and where we may need to make changes or
improvements.
Questionnaires are collated and audited by an external company, any adverse comments are noted and referred to the
relevant Manager. We would not normally supply a response unless this is specifically requested.
The responses are monitored and fully audited by Marie Stopes International and we produce an annual report. The
results of which are displayed in each centre.
Client Feedback results for Marie Stopes
Period: April to June 2015
We are proud of our client care and work hard to make each client’s time with us as pleasant as possible. Our client
survey is an important indicator of how well we achieve this and we monitor the results very closely.
During Quarter 2, 2015 Marie Stopes received 5,593 completed feedback questionnaires.
We are pleased to report that 96.0% of clients responding rated the Overall Quality of Care received as Very Good or
Excellent.
We asked clients if the person they first spoke to was helpful and understanding.The percentage who said ‘Yes,
completely’ was: 94.0%
On other key issues the ratings were as follows (all % Very Good or Excellent):
The process of booking the appointment: 93.0%
The way you were greeted on arrival: 91.0%
The amount of time and attention you were given: 91%
The cleanliness of the facility: 96.0%
The professionalism and competence of staff: 95.0%
The standards of the facility: 94.0%
All our staff are dedicated to providing the best possible care and our clients are particularly appreciative of their efforts..
In addition, 98.0% of our clients agreed that they were treated with dignity and respect at all times.
These figures are extracted from a database of results compiled by
Howard Warwick Associates Ltd on our behalf and were prepared during
July 2015
CERTIFIED
Audit
We are subject to regular inspection by the Care Quality Commission who independently regulates health and social
care services in England, from whom we receive our registration. The report of each inspection is a matter of public
record and is available on their website – http://www.cqc.org.uk.
July 2016
Page 33 of 35
Complaints – Advice for Clients
Marie Stopes International aims to provide the best possible service and care to all our clients. We
accept however that there are occasions when standards fall short of expectation resulting in a
complaint being made. We appreciate feedback of this nature in order for us to address any area/s
of our service that require improvement and make changes where necessary. Please feel assured
that making a complaint will not have a negative effect on your care or treatment.
Should you wish to make a complaint about any aspect of the service or care you have received,
there are a number of ways in which you can bring this to our attention:
 by completing the client questionnaire given to every client before leaving our centres
 by telephoning the relevant centre to speak with a manager or supervisor
 in writing to Head of Quality and Customer Services
 by e-mail to [email protected] In order to ensure privacy and
confidentiality please follow any e-mail correspondence up in writing
 by contacting your local CCG or NHS England (NHS complaint process)
Questionnaires
Please hand the completed questionnaire to the centre team or post by Free Post to HWA. The
address is provided on the questionnaire. Any adverse comments are noted and referred to the
relevant Centre Manager. We would not normally forward a response unless this is specifically
requested and a name and address is provided.
Telephone Complaint
Please call the relevant treatment centre, within working hours, and ask to speak with the manager
or a supervisor. A record will be made of your complaint and investigated by the manager or
supervisor with the team members concerned. Depending on the nature of the complaint you may
be asked to put this in writing, for ease of investigation. If your complaint cannot be resolved at the
time of the initial telephone call you will be contacted either by telephone, or in writing, once the
investigation has been completed
Written Complaint
Please address this to Head of Quality and Customer Services at Marie Stopes International, 1
Conway Street, Fitzroy Square, London W1T 6LP. In order to maintain confidentiality please sign
your complaint. Your complaint will be handled by the Head of Customer and Quality Services,
who will instigate an investigation with the Manager of the relevant treatment centre. A subsequent
written response will be forwarded to you.
Standards



We will acknowledge any written complaint within two working days of receipt and any
telephone enquiries within 24 hours
a full investigation will be carried out, with the relevant team member/s, of the circumstances
surrounding the incident/s
following the investigation a full response will be made to you within a reasonable time, usually
between three to four weeks. Should there be any delays in this process you will be kept
informed.
July 2016
Page 34 of 35
Confidentiality
In order to maintain confidentiality we cannot enter into any discussion or correspondence with a
third party, without your permission. If you wish for us to liaise with a third party please give us your
consent in writing
Unresolved Complaints
Should you be dissatisfied with the response received, you have recourse to appeal to the Director
of Quality and Assurance, who will review all the case notes and correspondence and will, in turn,
respond as soon as possible (stage 2 appeal). Generally, a stage 2 appeal must be made within 20
working days of the date of the final written response sent to you.
Finally, if your complaint is not resolved to your satisfaction you can contact ISCAS, the
Independent Sector Complaints Adjudication Service. Clients referred by the NHS may also follow
the NHS complaint process or contact the Health Service Ombudsman.
The addresses to contact are as follows:
ISCAS
Centre Point
103 New Oxford Street
London
WC1 1DU
Health Service Ombudsman
Millbank Tower
Millbank,
London
SW1P 4QP
Tel: 020 7379 8598
Tel: 0345 015 4033
July 2016
Page 35 of 35

Our Statement of Purpose - Marie Stopes International

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