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Inspection report

Date of Inspection: 25 September 2014
Date of Publication: 23 October 2014
Inspection Report published 23 October 2014 PDF

Overview

Inspection carried out on 25 September 2014

During a routine inspection

A single inspector carried out the inspection. The focus of the visit was to answer five key questions: is the service safe, effective, caring, responsive and well-led.

Below is a summary of what we found. The summary describes what people who used the service, and staff, told us. Also what we observed and the records we looked at.

If you want to see the evidence that supports our summary please read the full report.

This is a summary of what we found.

Is the service safe?

Patients felt safe using the service and were confident about the equipment used as well as the competence of the staff. Staff had opportunities for professional development and were supervised to ensure they had the required level of skill before working more independently.

Clinical staff had regular appraisal and feedback was sought from clinicians primary employer, which was usually an NHS Trust, to ensure they had the necessary skills and qualifications to carry out consultations and treatment at the clinic.

Staff demonstrated a good understanding of their responsibilities in relation to safeguarding.

There were arrangements in place for the safe storage and disposal of medical equipment.

We found the service to be safe.

Is the service effective?

We saw that patients consent was obtained prior to any treatments and people told us they were fully involved in all aspects of their care. Patients were wholly complimentary about their care and treatment and many had chosen to return to the clinic as they had experienced effective and high quality care previously.

We found the service to be effective.

Is the service caring?

We observed staff talk to people in a friendly and courteous way. People using the service described staff as "fantastic", "skilled" and having a "good bedside manner". We saw staff checking patients were comfortable and offering reassurance during a particular procedure.

Staff demonstrated a good understanding of what privacy and dignity meant and we saw the environment was conducive to meeting patients privacy and dignity needs.

Staff appeared motivated to deliver high quality care and valued having time to spend with patients and not make them feel rushed.

We found the service to be caring.

Is the service responsive?

Appointments depended upon the availability of clinicians but we saw they were available throughout the day time and evenings. Patients told us they appreciated that they had been offered very prompt appointments, often within a couple of days. Results were also conveyed to patients in a very prompt way.

We saw the provider was responsive to feedback, and actions identified as part of the audit process had been completed.

We found the service to be responsive

Is the service well-led?

Staff told us their managers were available and staff, and patients felt able to raise any concerns or ideas.

There were quality assurance processes in place to monitor the environment.

We found the service to be well-led.