Archived: Northumberland House

However, we monitored calls made by the service and witnessed staff checked with people that they were happy with the information that they had recorded. We noted that staff frequently recapped information, to confirm that it was correct, and asked if there was anything else people wanted to discuss and tell them.

We sat with general practitioners who worked for the service and monitored the call they were making back to people who had contacted the service. We noted that people's concerns were dealt with in a calm and sensitive manner. Where the concerns were of an urgent nature then appropriate action was taken. One person told us, "I was really impressed, and I'm not that easy to impress. I thought the service was excellent."

The provider had a comprehensive safeguarding policy, with details of who to contact should staff have any concerns. Staff told us safeguarding training was updated on a regular basis.

The provider had a detailed process for the recruitment of staff. The provider told us that no staff member was allowed to undertake working shifts until all the key interview and induction elements have been successfully completed.

The provider had in place a detailed complaints policy and procedure. The policy highlighted the response to any official complaints and the timescale in which it should be made.