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Reports


Inspection carried out on 3 December 2013

During a routine inspection

We were unable to speak with people during our inspection. This was because people that used the service attended their appointments with Consultants at one of four sites in London or the South East. We looked at other information to understand the experiences of people using the service. We saw from completed questionnaires, people were asked to rate and comment on their experiences. The majority of people that responded had been happy with the service they received.

We visited the service’s head office where records of people using the service were kept and maintained. We spoke with the recently appointed general manager who will be making an application to the Care Quality Commission (CQC) to become the registered manager at this location. We also spoke with other office based staff.

We saw people using the service were provided with detailed information to help them prepare for their appointment and tests. People were given opportunities to discuss their proposed tests with staff if they had any issues or concerns about them. Information about these tests was also available in leaflet form and on the service’s website. We looked at people’s records and saw people received the tests that had been planned for them.

Staff were provided with appropriate guidance and instructions about what they should do to protect people and children who may be at risk of abuse, harm or neglect.

Managers ensured clinical staff employed by the service kept their skills and knowledge up to date. Office based staff received training appropriate to their roles.

The service actively sought the views and experiences of people using the service and took appropriate action to make improvements where these were needed. There were also regular staff meetings and visits to the four sites which enabled managers to identify changes and improvements that were needed to the quality of service provided.