People told us they were happy with the care provided and were involved with their care and support needs. People we spoke with told us their dignity was respected and confidentiality was always maintained. One person told us, “Everything is explained and I am kept informed of what is happening.” Another person told us, “I have no problems at all with my dignity being respected.”

People experienced care and support that met their needs and protected their rights. People had thorough, detailed care and support assessments relating to aspects of their procedure. People were very positive about the service. One person said, “Care is really good and I am well looked after. The staff are always checking that I am alright.” Another person told us, “Care and attention is 100%.”

People who used the service were protected against the risk of abuse. Staff had received training in abuse awareness and protecting vulnerable adults and children. There was information available and accessible to all staff in relation to safeguarding. The people we spoke with told us they felt safe at the service.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. Appropriate checks had been undertaken before staff began work. This included carrying out a Criminal Records Bureau check.

Complaints people made were responded to appropriately. People told us if they had any concerns or complaints they would discuss them with the manager or members of staff and they were confident of using the complaints system.

Before people received any care they were routinely asked for their consent. People told us that staff explained all procedures and care to them and respected their decisions about their care. All the donor documentation we looked at contained evidence of consent being obtained prior to people receiving care. All three people we spoke with said they were always asked to sign consent prior to their donation.

People experienced care, treatment and support that met their needs and protected their rights. People completed a health check document prior to donation and had thorough detailed donor information records following each visit. People who used the service told us they were happy with the care and treatment they received in the centre. One person said, “I am very well looked after. They put you at ease. It’s like coming home.”

We observed that people were cared for in a clean, hygienic environment. There were effective systems in place to reduce the risk and spread of infection. The people we spoke with told us that they had no concerns with the cleanliness of the centre.

People were treated by staff who were supported to deliver care safely and to an appropriate standard. Staff had a programme of on going training, on the job supervision and appraisal.

There were quality monitoring programmes in place, which included people giving feedback about their care and support. This provided a good overview of the quality of the services provided.