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Archived: Nova Healthcare

Reports


Inspection carried out on 23 October 2012

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, “They always ask for consent, they are very good like that and they discuss things with me.”

People experienced care, treatment and support that met their needs and protected their rights. People had thorough, detailed care and treatment plans relating to all aspects of their care needs. People were very positive about the service. One person said, “For my care and treatment I have to say I would give 100%.”

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.

Inspection carried out on 2 November 2011

During a routine inspection

We spoke to people who used the service and looked at satisfaction questionnaires that people who use the service had completed. People were generally happy with the service they received and felt well informed on the procedures and treatments of the Gamma Knife (stereotatic radisurgery), radiotherapy and chemotherapy. Comments included:

“Have been treated very well, all treatment choices and alternatives explained.”

“Risks explained and made sure they were doing the least risky option.”

“Had an initial interview for over an hour, superb service, very very impressed.”

“Many thanks for your truly wonderful care and understanding during one of the most difficult times in my Life.”

“Thank you for all your care and kindness and please pass on our thanks to staff who looked after us so well that day.”

“Your explanations through out the day made everything less daunting.”

“What was a worrying time for us all was made much easier to cope with by the genuine concern shown to us and the efficient, professional yet friendly manner with which we were kept informed and our questions answered.”

Patient satisfaction information for radiotherapy service from people who use the service showed they thought the service was excellent. Although some felt the explanation of waiting times in radiotherapy department would improve the service. Their comments included:

“Wait not explained – mentioned to staff but improved then lapsed.”

“Overall treatment excellent. Waits not explained- had to ask.”

People said that their care and support was good and that staff provided them with safe and appropriate care, treatment and support to meet their needs. They said they felt they were looked after well. Comments included:

“Fantastic care here. Nobody wants to be here, but if you have to be it’s the place to be. Fantastic.”

“They look after us very well, nurses, doctors, they are all wonderful.”

Reports under our old system of regulation (including those from before CQC was created)