Waterloo Court

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

This means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This was the first assessment of this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

We have not awarded this service a score for Effective.

Find out about when we will not publish a key question score and what we look at when we assess Effective.

We scored the service as 3. The evidence showed a good standard. The service made sure people’s care and treatment was effective by assessing and reviewing their health, care, and wellbeing with them.

Care records for people attending the service contained the information required to support the delivery of safe care and treatment. We reviewed 1 consent and risk assessment document, which was up to date and included all necessary information to meet the person’s needs. Records were updated as required; however, not all people accessed the service on more than 1 occasion.

We scored the service as 3. The evidence showed a good standard. The service planned and delivered people’s care and treatment with them. They did this in line with legislation and current evidence-based good practice and standards.

Care and treatment were planned and delivered in line with available evidence-based guidance. The registered person advised there was limited national guidance specific to venepuncture/blood collection.

The registered person was a member of the National Association of Phlebotomists (NAP), supporting access to current professional guidance, best practice, and ongoing professional development.

We scored the service as 3. The evidence showed a good standard. The service worked well across teams and services to support people.

The service was staffed by a single practitioner, the registered person. They reported maintaining effective working relationships with referring services to support continuity of care. For example, they had established links with a private GP practice co-located within the same premises, which referred people for blood collection.

Feedback received from referring services was consistently positive regarding their working relationship with this service. They spoke highly of the registered person’s conduct and their responsiveness, including their ability to make timely adjustments to meet people’s individual needs.

We scored the service as 3. The evidence showed a good standard. The service supported people to manage their health and wellbeing before and following the procedure.

The registered person provided information and advice to people prior to and following blood collection procedures. This included guidance on what to expect and actions to take after the procedure.

Following blood collection, people were provided with an information pack containing written advice and a snack to support recovery.

We scored the service as 3. The evidence showed a good standard. The service monitored service provision to ensure outcomes were positive and consistent.

The registered person undertook regular audits to review outcomes and identify areas for improvement. Audit findings and outcome data were monitored to support continuous improvement and to ensure that improvements in the quality and safety of care were sustained over time.

We scored the service as 3. The evidence showed a good standard. The service told people about their rights around consent and respected these when delivering person-centred care and treatment.

People self-referred to and chose to use the service for blood testing. The registered person obtained consent using a documented process. People were asked to complete and sign a consent form, which could be completed online prior to their appointment.

Verbal consent was also confirmed immediately prior to the procedure to ensure that people continued to agree to the blood collection.