Archived: Under One Roof

One person said, “ Everyone from the consultant to the health advisor had explained their treatment clearly”. We found there were recognised pain assessments which measured the extent of the person’s pain at the beginning and end of the treatment programme.

Information about treatments was clear and informed people about the evidence on which the treatment was based. We found the provider was obtaining feedback from people using the service and their GPs.There were systems in place for assessing and monitoring the quality of the service provided.

Clinical records were well maintained and available across a complex network of clinics and locations. Records were stored in a secure storage area and transferred to clinics by a courier service.

All patients spoken with told us they were happy with the care and treatment they received. Patient records included assessments, treatment plans and reference to appropriate guidance to ensure the care offered was appropriate.

Staff received appropriate professional development. A training programme was in place to provide staff with the training and development they needed to support their role. Patients we spoke with considered the staff were skilled and helpful.

The practice had a complaints policy and took account of complaints and comments to improve the service. Patients told us they had been given information about complaints when they first attended the service. Patients also told us they had no concerns with the quality of care and treatment they received.