29 December 2012
During a routine inspection
The service had a comprehensive set of policies which had been produced in 2011. These covered all aspects of the essential standards of quality and safety.
People told us that they felt safe in the service, and we found that staff were very aware and trained to safeguard people using the service from abuse.
People were pleased with the level of information provided by the service and their involvement in making informed decisions about their treatment. One person told us, 'They encourage me to ask questions. They advise, but they let you decide what you want them to do. As long as it's possible'.
The standards of hygiene and infection control were found to be compliant. Effective procedures based on current guidance were in place.
We saw that the service displayed notices for people explaining the complaints procedures. We found that this was supported by a process which looked into complaints and resolved them as far as possible to the satisfaction of the customer.