24 January 2013
During a routine inspection
Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Staff we spoke with were clear about the process for obtaining consent and the importance of ensuring people who used the service were involved in discussions about their treatment.
There were effective systems in place to reduce the risk and spread of infection. Staff we spoke with were able to demonstrate knowledge and awareness of their responsibilities for infection prevention and control. Records showed staff had received training in infection control procedures.
Appropriate checks were undertaken before staff began work. We found staff had the relevant qualifications, knowledge, skills and experience to carry out their role.
People were made aware of the complaints system. This was provided in a format that met their needs. Learning from complaints was discussed at team meetings. This ensured people's complaints were listened to and acted on effectively.