31 July 2013
During a routine inspection
Patients spoke positively about the treatment they received from physiotherapy staff. They said they felt consulted, and that physiotherapists took time to explain the treatment to them. However, all but one commented about the various frustrations they had experienced either in accessing the service initially, or in booking subsequent appointments.
Two patients told us that information about the parking facilities available at the centre was unclear in their initial appointment letters. As a consequence they had paid for parking nearby.
We spoke with physiotherapy and reception staff. We viewed a selection of patient records. We saw that assessment and subsequent treatment was clearly recorded and patients had been referred on to relevant other health professionals where necessary.
We found shortfalls in some of the equipment used at the service.
Staff told us they had access to training relevant to their roles and attended regular staff meetings. However, individualised supervision was infrequent. Staff said they sometimes felt able to influence change. New staff received an induction but we found a lack of consistency between the staff spoken with.
Information for patients about making complaints or providing feedback about service quality was undeveloped at this location.