Archived: Bourn Hall Clinic - Colchester

People we spoke with told us they felt involved in decisions regarding their care and treatment and had the opportunity to give feedback on the service. People told us that they felt staff were supportive and accessible outside of their appointment times.

We spoke with nine staff who told us they had opportunities for support, training and development.

We found that the provider had systems in place for preventing and managing infections. Systems were in place for effective staff recruitment and assessing monitoring the quality of the service.

The provider had clear systems in place to obtain people's feedback. We saw recently completed satisfaction surveys. The overall results of the surveys indicated that people were very happy with the service provided and that the staff had dealt with their needs effectively and efficiently.

Comments included 'Generally the staff and service was excellent and very understanding, patient and empathetic.'

'We are extremely happy with the service we had at Bourn. The staff were all so friendly and helpful and made us feel relaxed and fully informed.' and

'Impressed by professionals and positive attitude during treatment when a number of difficulties were experienced. Very high level of skills in nursing team, they were really patient and I never felt rushed.'

Records showed that people had been fully involved in decisions about their care and treatment offered and were fully informed of their treatment plans.

We found that the clinic was clean and tidy and provided a friendly, calm and supportive environment.

We found that the staff were suitably trained and supported and that the provider had systems in place to ensure the quality and safety of the service provided.