People who use the service told us that staff were “respectful” and “pleasant”. They were provided with information about the services on offer. Consultations took place in private rooms and translation services were available if needed.

When people first arrived at the clinic they were greeted by receptionists who confirmed appointments and escorted to the waiting area. Medical histories were taken before people were treated and information about aftercare was provided. Staff had been trained in what to do in a medical emergency and there were emergency drugs and equipment available.

Staff had completed training on safeguarding vulnerable adults and child protection. The registered manager had set up e-learning training in safeguarding vulnerable adults for staff to complete and was monitoring their awareness of this subject. There was a policy and procedure in place for how to report any concerns, including to the local authority.

When staff started at the service they received an in-house induction that included reading all the policies and procedures. Staff undertook mandatory training on an annual basis that included what to do in a medical emergency. All staff had annual appraisals on their performance.

The service conducted audits to monitor the quality of the service it was providing. Regular people feedback questionnaires were completed. Accidents and incidents were logged, reviewed and changes made accordingly.