14 February 2013
During a routine inspection
When we inspected the ophthalmology outpatients clinic at Hertford County Hospital we found that people consented to their treatment after being supplied with information about it. Most people received treatment that met their individual needs. However, some people were at risk of receiving inappropriate treatment because their notes were not available during their appointment.
People were protected from the potential for abuse because staff working at the centre could recognise abuse and respond to concerns appropriately. The health and welfare needs of people using the service were met by staff who were fit to practice because appropriate checks were undertaken prior to them commencing work.
The provider did not assess and monitor the quality of service effectively or identify and manage risks appropriately. There was no evidence that information arising from complaints, comments and views of people using the service was used to identify risks and take appropriate action to reduce these. A new clinical governance system had recently been put in place but had not been fully implemented at the time of our inspection. The situation regarding the unacceptable time that some people were on the waiting list for treatment was not being effectively monitored to ensure that people were not at undue risk. Information requested, with regard to the quality assurance system, was not provided to us.