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Inspection carried out on 12 September 2013

During a routine inspection

During our inspection we spoke privately with two people who used the service. We also spoke over the telephone with two people that had recently attended the clinic to receive treatments registered with the Care Quality Commission (CQC).

All four people told us they were “very pleased" with the service. They told us that staff were “very professional yet also friendly". One person said, "My whole experience at this clinic has been very good." Another person said, "A top class service, the staff have treated me professionally and with respect."

Care was provided in an environment that was suitably designed and well maintained. Consultation rooms were sufficiently equipped to ensure people's privacy and dignity was maintained.

Staff that we spoke with said they were well supported by the registered manager to carry out their role. Staff said they were up to date with all mandatory training and we saw confirmation of this.

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained. We found that records were held securely and retained for an appropriate period of time.

Inspection carried out on 8 January 2013

During a routine inspection

Before people received any care or treatment they were routinely asked for their consent and the provider always recorded their wishes. All the care and treatment plans we looked at contained evidence of consent being obtained prior to people receiving treatment. One person told us, “I agreed and signed a consent form at the consultation appointment.”

People experienced care, treatment and support that met their needs and protected their rights. People had thorough, detailed care and treatment plans relating to aspects of their care needs. People were very positive about the service. One person said, “I am very satisfied with my level of care. They put me at ease and make you feel comfortable.”

We observed that people were cared for in a clean, hygienic environment. There were effective systems in place to reduce the risk and spread of infection. The people we spoke with told us that they had no concerns with the cleanliness of the service.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. Appropriate checks had been undertaken before staff began work. This included carrying out a Criminal Records Bureau check and taking up references from previous employers.

Complaints people made were responded to appropriately. People told us if they had any concerns or complaints they would discuss them with the manager or members of staff and they were confident of using the complaints system.

During an inspection to make sure that the improvements required had been made

We did not contact people who use the service when carrying out this review.

The last time we visited the service in November 2011 people said they were satisfied with the service they received.

However, we found that arrangements were not in place regarding safeguarding and staff training. We could not be assured that all staff were aware of the appropriate procedures. We issued a compliance action and the purpose of this review was to see what action the care provider has taken in order to comply with Regulation 11 and Regulation 23.

Inspection carried out on 18 November 2011

During a routine inspection

We spoke to people who used the service and looked at comment forms that people who use the service had completed. Most people were happy with the service and treatment they received. Most people had rated their treatment as ‘excellent’ on the feedback forms. Comments included:

“Very good, welcoming, no hard sell, very informative.”

“So good I have recommended them to friends and family.”

“Everything explained, no pressure.”

“The results are more than I imagined they would be.”

“I am very pleased with my treatment.”

“I am really pleased with the aftercare.”

People said they had been given good explanations on their treatment and what they could expect from it. They said,

“Brilliant service, told everything I needed to know.”

We saw there had been some complaints about treatment people had received. The manager said they encourage feedback on the service. All the complaints had been investigated and responded to. It was clear from the investigation that some complaints were related to people who use the service not following after care advice. In other cases, the clinic had given refunds or additional treatments if people were not satisfied.

People who use the service had said they were treated with regard for their privacy and dignity. One person commented that they had been nervous about this aspect but found that privacy was considered well. They said, “From the off road parking to the internal layout of the reception/ waiting area and treatment rooms, I felt comfortable.”

People commented on the professionalism of staff. Comments included:

“All the staff have been friendly and helpful.”

“Staff look very professional.”

”I was put at ease by the friendly staff who reassured me and were professional in every way.”

“Staff seem very knowledgeable, able to answer all my questions and put my mind at ease.”