12 February 2013
During a routine inspection
People who used the service told us how care and treatment was personalised for them. One person said "They went through all sorts of risks and things and I felt really supported. If any of my friends were considering having this done, I'd say 'don't worry' based on my experience."
We saw the arrangements in place for dealing with concerns of abuse to people using the service. One member of staff told us "If I had any concerns I'd go and check the policy and fill in the necessary forms if I thought that was needed, but it hasn't happened, yet."
One member of staff told us about the arrangements for annual appraisal. "I think I had a fair hearing and I'm satisfied with the outcome." We were shown minutes from the clinical review meetings, which demonstrated a recent decision to make use of NHS provider appraisals, where staff worked for both the NHS and the company.
The clinical review meetings, attended by doctors and nurses were held every three months. The meetings reviewed clinical issues at each site from which the company provided a service and it was clear that the company responded to feedback from people who had used the service, and as a consequence of incidents or alerts which had been identified nationally.