We spoke to patients, staff and the manager during our visit. We found that patients experienced care and treatment to a high degree of satisfaction. Patients told us:

“It’s absolutely excellent, I can’t fault it”,

“Absolutely first class. They dissipate pressures and concerns one might have and make you feel at ease”,

“I can’t speak too highly of them, they do everything well. They are really fantastic”.

We found that plenty of relevant, understandable information was given to patients and their relatives. People were treated with dignity and respect and well cared for.

We found that patients care and treatment was assessed, planned and delivered in order to meet their needs. Care and treatment plans were fully documented and reviewed and patients were fully informed and involved in their care or treatment.

Staff were inducted, trained and supervised appropriately and were well supported by the manager and provider. They were trained and knowledgeable in safeguarding of adults and children and were supported with relevant information and guidance.

We found the provider had a complaints policy and procedure to follow and we were satisfied that complaints and feedback from patients were dealt with appropriately. However the policy was not localised to the provider and did not contain some relevant information in relation to raising concerns to the Care Quality Commission. The complaint procedure was not displayed in the clinic or in the information brochure.

• There were processes in place for equipment, infection control and the reporting of incidents.
• Patient records were stored securely, legible, completed and reviewed appropriately.
• Staff had received training, including specialist skills and regular staff were supported by appropriately trained bank or agency nurses.
• Medical cover was consultant – led, including on – call arrangements.
• Care and treatment followed evidence – based practice, followed national guidelines.
• Patient’s pain, nutritional, hydration and pain needs were managed well with a ‘triage’ system available out of hours.

• Patients, and those close to them, were very positive about the care provided by all the staff in the clinic.
• All staff treated patients, and those close to them, with privacy, dignity and respect. We saw that staff were kind and compassionate whilst delivering care and treatment.
• Appointments were made individually and flexibly including out of hours if required.
• There were good systems in place to support patients who were vulnerable
• There had been no complaints; concerns were dealt with promptly.

• There was a clear vision and strategy in place that all staff were aware of.
• The clinic was well – led with a clear management structure in place.
• A governance framework was in place that was integrated with the neighbouring trust.
• Staff attended weekly and monthly meetings where information was shared and learned.

However;

• Policies and procedures followed, had expired their review dates. .
• The service did not benchmark patient outcomes.