Archived: The Vertis Centre

We spoke with four people who used the service, the registered manager and the clinic administrator. We observed how staff interacted with people that used the service. We saw that the staff were kind and helpful to people. One person we spoke with said: 'The staff were all very helpful, they understood what was needed and what information I needed to know'.

The care records that we reviewed indicated that steps had been taken to ensure people understood and had consented to the treatment they received. A person told us: 'They (staff) are very thorough; they gave me options and choices'.

We saw that all areas of the clinic were clean and hygienic and appropriate infection control measures were in place in the clinic.

We found that the provider regularly sought feedback from the people who used the service and where necessary had resolved any concerns that had been raised. We found that all of the recent feedback was positive, for example one person had written: 'Excellent service and treatment, well recommended'. Another person had written that it was a: 'Fantastic service'.

We found that the provider made the necessary checks to ensure that staff were safe and fit to do the work they were expected to do.

We spoke with three people who were using the service, the registered manager, operations manager and clinic administrator. We observed how staff interacted with people during their appointments. We saw that staff treated people with respect. One person said, "Staff are always professional and friendly."

The two care records that we reviewed indicated that arrangements had been made to support people in receiving their health care needs. The care records included information about advice and referrals to other specialists that had been given to people to improve their health. A person told us, "I have always been very pleased with the service."

We found that systems were in place to keep people safe. Staff had received training in safeguarding people and knew how to respond to concerns.

Staff were regularly supervised and there was a formal system in place for them to have an annual appraisal with their line manager. Staff had received training that was relevant to their roles so that they could work effectively.

The three people we spoke with told us they had not felt the need to make a complaint because they were satisfied with the service they received