27 February 2014
During a routine inspection
There were effective systems in place to reduce the risk and spread of infection. On the day of our inspection treatment areas were clean. However some rooms were cluttered with equipment. Staff explained infection control processes and told us they carried out regular audits.
People described staff as 'professional' and 'knowledgeable'. One person said 'they reassure you'. Staff were able to explain fertility treatments in depth. Staff told us they felt valued and supported. One staff member told us 'everyone is very approachable'.
People had their comments and complaints listened to and acted on. Any feedback from complaints was used to inform staff of how improvements could be made to the service. Staff said they tried to resolve complaints as soon as they were made aware of them. Most people who used the service told us they knew how to make a complaint if they needed to.