10 December 2013
During a routine inspection
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.