Eastwood Community Endoscopy Centre LTD

This is the first rating inspection for this service. We rated it as requires improvement because:

• The service had enough staff to care for patients and keep them safe. Staff understood how to protect patients from abuse, and managed safety well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems. Staff understood the service’s vision and values, and how to apply them in their work. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• Not all staff had completed mandatory training as required. The service controlled infection risk well, although not all water samples were recorded. Staff managed medicines, although not all records to show controlled drugs had been given were recorded quickly enough and one issue in the medicines audit continued for several months.
• Not all staff felt respected, supported and valued. Auditing and monitoring processes were not always completed frequently enough to provide up to date oversight of the service. Staff did not always identify timescales for improvement where actions were identified following audits.

We rated this service as requires improvement in safe and well led and good in caring and responsive. We do not rate effective for diagnostic services.