29 January 2014
During a routine inspection
Patients told us they were satisfied with the service. This was confirmed by provider patient feedback. One patient after their surgery told us 'everything went smoothly. It was better than I expected.' Another patient said 'it's (the service) been wonderful!'
We observed support and treatment which was caring and helpful. We noted staff helped maintain patient dignity and protected privacy. Staff communication was friendly and professional. Patients were given sufficient information to enable them to make decisions and understand the treatment they received.
The provider had a communication system which enabled co-operation between other healthcare providers. We saw from patient records there was a clear audit trail of information exchange between the provider, patient and their GP. This contributed towards a successful care pathway.
The provider had systems to promote cleanliness and reduce infection. We observed all areas of the clinic were visibly clean. There were resources such as appropriate handwashing facilities to reduce the risk of cross infection.
The provider had a system which ensured people's views on the service were listened to. We found there was a comprehensive complaints system which enabled patients to make complaints if they were not satisfied with the service.