10, 11, 20 February 2014
During a routine inspection
Patients were given appropriate information to make informed decisions. One patient told us "they give advice and choices that I might not have considered. Sometimes they recommend something and I go away and think about it. They talk about risks and don't judge me. It's a really good service, if it wasn't I wouldn't come back." Other patients confirmed they were given time to ask questions and didn't feel rushed.
Patients received care from staff appropriately qualified for their role. We observed staff communicated politely and professionally. They respected patient's rights to confidentiality.
Staff were confident in their role and responsibilities regarding the safeguarding of vulnerable adults and children. Resources such as flow charts were available to staff informing them of the procedure for reporting suspected abuse.
Staff told us they were supported by their manager. There were training opportunities to support staff to undertake their role safely and effectively.
The provider's quality monitoring system did not identify or act upon all key risks to patients and staff at all levels of the organisation.