7 May 2013
During a routine inspection
We looked at records held at the main office and spoke with members of the management team, two staff, one GP (General Practitioner) and one patient.
Staff responded to patients in a friendly, sensitive and considerate manner. Patients were happy with the service and told us, "The staff were lovely. They listened to me", "They were very good with me and explained everything I needed to know" and "I was definitely given a good service".
All staff were provided with a range of appropriate training. This meant patients were treated by skilled and knowledgeable staff.
There were effective systems in place to monitor the quality of the service provided. Patients were asked to provide their views about their experience of the service. The information was used to develop and improve the safety and operation of the service.
Patients were given the support they needed to make a comment or complaint. Records were clear and showed that patient's concerns or complaints had been responded to appropriately and the information was used to improve the service. We also saw a number of 'compliments' made about the service.