Archived: Northgate Endoscopy Unit

We looked at evidence of patient's experiences from a recent patient satisfaction survey for both endoscopic procedures performed. We looked at the complaints and incidents register. We found high levels of satisfaction throughout with a consistent message of patients feeling they had been treated with privacy and dignity, as well as having their treatment, care and/or medication fully explained by a healthcare professional. The service had taken time to amend the pre-procedure information for the upper GI endoscopy procedure in light of comments received in the last survey.

Protection from the risk of infection was evidenced by appropriate guidelines being followed, particularly for sterilisation procedures for the endoscopes, together with good execution by the staff. On inspection, the treatment area was clean and appropriate protective clothing was available.

Staff received appropriate professional development and support and a training programme was in place. The patient surveys told us staff were always found to be helpful and professional.

The service had effective monitoring tools in place to monitor the quality of service patients received. There was evidence to show that action had been taken following a patient complaint.

We gathered evidence of patient's experiences of the service by reviewing patient satisfaction surveys, and the complaints and incidents log. We found that patients experienced high satisfaction levels. Comments included, 'Service is excellent." 'Staff were brilliant, they made me feel at ease, I felt able to ask questions prior to the procedure.' 'Good friendly and informative service.'

Evidence showed patients were protected from the risk of infection because appropriate guidance had been followed. Patient surveys told us the clinic was very clean and staff always wore protective clothing when treating them.

Staff received appropriate professional development. A training programme was in place to provide staff with the training and support they needed to maintain their qualifications. Patient surveys told us staff were always polite and respectful and provided an excellent standard of care.

The service had an effective system to regularly assess and monitor the quality of service that patients received. There was evidence learning from incidents and investigations took place and appropriate changes were implemented. The service had a complaints policy and took account of complaints and comments to improve the service.