Before people received any care, support or treatment they were routinely asked for their consent. Members of staff told us they always explained all procedures and treatments. People had contributed their preferences and their experiences were taken into account in relation to how care and support was delivered. One person told us, “Things are explained and I have enough information to make an informed decision.”

People had thorough, detailed care and treatment plans relating to all aspects of their care needs. They contained a good level of information setting out exactly how each person should be supported to ensure their needs were met. We spoke with four people who used the service who told us they were happy with the care and treatment they received. One person told us, “I am very pleased with my treatment.” Another person told us, “I am quite satisfied.”

The equipment and facilities were appropriate and well maintained. People were protected from unsafe or unsuitable equipment.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. Appropriate checks had been undertaken before staff began work.

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

During the visit we spoke with people who use the service and we also looked at the registered provider’s patient feedback forms and surveys.

Comments included:

“Friendly and welcoming”

“Staff great”

“Excellent service”

“Always explain treatment and listen”

“Sympathetic”

“Put you at your ease”

“Fantastic receptionist”

“Reminders for appointments are sent out by the practice.”