Pioneer Wound Healing & Lymphoedema Centres

We found the following areas of good practice:

• Staff treated patients with kindness and compassion at all times. We saw staff involved patients in decision making about their care.

• There was evidence of multidisciplinary working within the organisation and with external agencies such as local community health providers.

• There was evidence of incident reporting and dissemination of lessons learned.

• Staff had the appropriate skills and knowledge for their roles.

• The organisation actively supported staff to develop and extend their knowledge and competencies, and encouraged innovation.

• Staff were supported with strong local leadership. Staff felt valued and had a clear understanding of the organisations vision and strategy.

• The provider was flexible and delivered care to meet the patients’ needs.

• Complaints were treated fairly and with compassion and taken seriously.

However:

• The provider did not meet its mandatory training rate targets for several training modules including safeguarding and infection control.

• Patient records were not always complete, and staff did not always record patient information or their rationale for treatment decisions.

• The Eastbourne clinic raised concerns about patient access and privacy. The provider was aware of the Eastbourne clinics limitations. At the time of inspection they had identified a site for a new clinic and they report they moved locations in May 2017. Therefore information specific to the Eastbourne site may not be applicable. However, we are required to report on what we saw on the day of inspection and unable to report on a site we have not seen.

Following this inspection, we told the provider that it should make improvements, even though a regulation had not been breached, to help the service improve. Details are at the end of the report.