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Inspection report

Date of Inspection: 17 December 2013
Date of Publication: 8 January 2014
Inspection Report published 08 January 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 17 December 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

We saw a system to obtain the views of people who used the service by the provider. We saw a suggestion and comments box and feedback forms that were available in the clinic.

The doctor told us they had commissioned an independent medical doctor to survey people and review the service they provided. We saw that people who used the service had been asked their views of the treatment that was provided at the clinic. We saw that there was a high degree of satisfaction about the treatment people received. An action plan had been put in place to address matters that the doctor thought they needed to improve on.

The provider took account of complaints and comments to improve the service. We saw that there was a complaints procedure that was used to respond to complaints. We saw confirmation that details of this were sent to people who used the service. The doctor told us that there had been one complaint in the last year. We read this and found that the investigation was proportionate and ensured the matter was fully investigated.

The doctor ensured that the laboratory they used for test results was suitable and effective for their needs. We saw an in date certificate from the body known as the ‘Hellenic Accreditation System’. This body verified the safety and competency of the laboratory in Greece used for specific tests carried out by them.

We saw that the clinic had a number of policies and procedures in place to guide and inform staff. This was to support them to follow the most suitable and safest action in a number of areas to do with how the clinic was run. These included and safety, infection control, responding to emergencies, and safe management of medicines. The policies and procedures were dated and signed to verify that they were current and up to date.