We found that the provider had implemented new systems and processes relating to screening patients, prescribing repeat medication and complaints. Staff training and further monitoring and staff development had been undertaken by the provider. The provider had undertaken audits and used the information from these to further develop and improve the service.
Patients were not clear about what services were available and this meant there was a lack of understanding of the range of services that could be accessed. There were not long waiting lists for clinics or appointments but this may have been due to lack of knowledge of patients knowing what was available.
There had been some problems with patients receiving medication and recording was not always thorough. Medication administration was not confidential and there were some problems with acquiring medication such as painkillers.
There were some good systems in place for governance and auditing. There were clear links with the cluster of prisons that the trust provided services into. There were systems for monitoring various aspects of the service delivery from a clinical point of view. Systems for gathering feedback from patients were not being used to their full potential and it was not always clear what actions were being taken.
Patients were not able to easily access a complaints system and there were some issues with how the complaints were managed within the healthcare department.