City Health Care Partnership CIC - The Westbourne Centre

We looked at records of patients that were transferred to another service or an acute hospital. We saw examples of referrals that included the relevant patient information required for example; oxygen service, physiotherapy services and GPs.

Clinics were separated into 16 individual treatment rooms which were clean, tidy and appropriately maintained which ensured patients remained safe whilst attending the service.

Patients we spoke with were complementary about the staff and expected to wait until their allotted appointment time. A patient told us, 'I never have to wait too long for my clinic as there always seem there is plenty of staff here.'

We saw evidence of a complaints process and records which ensured concerns from patients were captured and acted on. People told us that they knew how to make a complaint and who it would be raised with should they have the need to.

The premises were clean and the provider had policies and procedures to reduce the risk of spread of infection. Staff were supported by a system of training and appraisal that led to development of skills necessary for their role.

We spoke with two people waiting for clinic appointments. One person who had attended previously commented favourably on their experience, feeling staff had involved them in decision making and ensuring their experience was positive. Recent patient survey results showed high satisfaction with the service.