You are here

All reports

Inspection report

Date of Inspection: 10 October 2012
Date of Publication: 6 November 2012
Inspection Report published 6 November 2012 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 10 October 2012, talked with people who use the service and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

When we visited Riverbanks Clinic, we saw that appropriate risk assessments and health and safety audits had been undertaken, including air conditioner units and fire safety equipment.

Audits of other areas had been undertaken until July 2012, since when a new manager had been working on a thorough quality assurance programme of audits. This was not fully completed at the time of the inspection. However, we did see surveys that were sent out to all people who were either new to the clinic or, separately, to all existing clients. These were analysed monthly. For new patients, the most recent survey identified almost complete satisfaction for such things as cleanliness and condition of premises. Where satisfaction levels were less than 100%, we saw that the manager, staff and owner were working to improve the scores. However, no satisfaction level in patient surveys was less than 62%.

We saw minutes from a range of staff meetings, some of which were not relevant to activities undertaken under the registration. However, this did demonstrate the commitment of Riverbanks Clinic to quality assurance. Relevant meetings included monthly managers', nurses' and administrators' meetings. These were minuted and we saw that matters were followed up appropriately, for example patient satisfaction questionnaires. People who use the service were asked for their views about their care and treatment and they were acted on.