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Inspection Summary


Overall summary & rating

Good

Updated 24 July 2019

Inspection areas

Safe

Good

Updated 24 July 2019

Effective

Good

Updated 24 July 2019

Caring

Good

Updated 24 July 2019

Kindness, respect and compassion

Staff treated customers with kindness, respect and compassion.

  • Feedback from customers was overwhelmingly positive about the way staff treated people.

  • Staff understood customers’ personal, cultural, social and religious needs. They described an understanding and non-judgmental attitude to all customers.

  • Customers were provided with timely access to appointments.

Involvement in decisions about care and treatment

Staff helped customers to be involved in decisions about care and treatment.

  • Telephone interpretation or translation phone applications were available for customers who did not have English as a first language.

  • Customers told us through comment cards, that they felt listened to and supported by staff and had sufficient time during consultations to make an informed decision about the choice of treatment available to them.

  • Staff told us that where customers had learning disabilities or more complex social needs, other agencies would be involved if appropriate.

  • Staff communicated with people in a way that they could understand, for example, a hearing loop was available. Staff were made aware if customers had difficulty with reading and writing, and made adjustments in relation to communication methods in accordance with this.

Privacy and Dignity

The service respected customers’ privacy and dignity.

  • Staff recognised the importance of people’s dignity and respect.

  • We were told that a planned building refurbishment was taking account of the need for improved confidentiality at the reception desk area.

  • Staff told us if customers wanted to discuss sensitive issues or appeared distressed they could offer them a private room to discuss their needs.

Responsive

Good

Updated 24 July 2019

Well-led

Good

Updated 24 July 2019