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Inspection report

Date of Inspection: 27 January 2014
Date of Publication: 28 February 2014
Inspection Report published 28 February 2014 PDF

Overview

Inspection carried out on 27 January 2014

During a routine inspection

There were no people present at the time of our inspection for us to speak with about their experiences at Elan. However, the provider had patient feedback forms available. Each patient was asked to complete feedback at suitable times throughout their course of treatment. We noted that every person that had provided feedback had rated the service �exceeded expectations� or �met expectations�. We saw one case where the person had commented about the price of the treatment and that they had been disappointed with the results, but the provider had followed this up with the person and discussed their concerns with them. We saw that Elan had won a customer service award in 2013 following an independent survey of its patients by an internet clinical advice organisation. Elan had also recently set up an app for the clinic that allowed people to provide feedback via their smart phones.

We found that the provider treated people with respect and provided good information about the service and treatments available. There were suitable safeguarding arrangements in place. Machinery and medical devices were properly installed, serviced and maintained, and the quality of the service was assessed and monitored on an ongoing basis.