Archived: British Red Cross Norwich

Each 'Patient Report Form' (PRF) seen included a good record of the interventions carried out and included a past medical history, basic observations and the care and treatment provided. This showed us that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Those training records seen demonstrated that new staff and volunteers received safeguarding training and subsequent refresher training every three years. This meant that people who use the service were protected, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

This provider's complaint policy was noted to be comprehensive and showed us that response time scales and other clear protocols were in place for the management of any complaints received. This meant that there was an effective complaints system available to people if required.

Those records seen were accurate and reflected each treatment intervention provided by staff or volunteers. This demonstrated to us that people were protected from the risks of inappropriate treatment because accurate records were maintained.

There were systems in place to ensure that all the equipment used was safe, available when needed and suitable for purpose. This meant that people were protected from the risks associated with unsafe or unsuitable equipment. We spoke with staff and volunteers who were enthusiastic about the levels of training and support offered by the provider. This showed us that people were treated and supported by staff who were supported to deliver care and treatment safely and to an appropriate standard.

We saw the results of monitoring systems which looked at specific aspects of service provision and the steps taken to address any identified concerns. This meant that the provider had an effective system to regularly assess and monitor the quality of service that people receive.