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Inspection report

Date of Inspection: 20 December 2012
Date of Publication: 20 June 2013
Inspection Report published 20 June 2013 PDF | 80.75 KB

Overview

Inspection carried out on 20 December 2012

During a routine inspection

During our inspection, as well as speaking with people who used the service and with their families and staff members, we also looked at records and observed the care and treatment people received.

People using the service told us:

“They reassured me right from the beginning.”

“As parents it was great to be part of the experience, they even made me a cup of tea.”

“We understood everything they were telling us, it was fine.”

We observed staff interacting with people, describing the process in language which was easy to understand.

Staff were polite and courteous to people throughout their appointment. In reception people were welcomed and engaged quickly.

The manager told us: “It is important to us that people have a good experience and know what to expect when they arrive. This is why we send out text messages on the day of the appointment, to remind people of what they need to do before they arrive.”

Staff were empathetic in their approach to providing people with difficult results. A staff member told us: “You have to be honest with people and upfront, ‘I’m really sorry but from what I can see…..’ explain in an empathetic way and give people time to absorb what you are saying.”

Staff were suitably qualified and registered with the Health Professional Council.

Systems were in place to gather the views and experience of people using the service, which include verbal feedback and the use of social network sites such as Facebook.