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Inspection Question Is it Caring? The Report from CQC

The CQC inspector’s rated Caring as Good

because:

  • The service sought to treat service users with kindness, respect and dignity. The service involved service users in decisions about their treatment and care.

Kindness, respect and compassion

Staff treated service users with kindness, respect and compassion.

  • Feedback from patients was positive about the way staff treat people. This was obtained through post-treatment questionnaires. In addition, the service had an in-house system which allowed service users to give on the day feedback about their experience of the service through a short questionnaire.
  • Staff understood patients’ personal, cultural, social and religious needs. They displayed an understanding and non-judgmental attitude to all patients.
  • The service gave patients timely support and information.

Involvement in decisions about care and treatment

Staff helped service users to be involved in decisions about care and treatment.

  • Interpretation services were available for patients who did not have English as a first language. Service users were informed that this service was available when they completed the pre-treatment questionnaire. Service users were also told about multi-lingual staff who might be able to support them. Information leaflets were available in easy read formats, to help patients be involved in decisions about their care.
  • Service users told us through comment cards, that they felt listened to and supported by staff and had sufficient time during consultations to make an informed decision about the choice of treatment available to them. We received nine comment cards, all of which were positive about their experience at the service.
  • Staff communicated with people in a way that they could understand, for example, easy read materials were available. The service also had a hearing loop for service users who may have hearing difficulties.

Privacy and Dignity

The service respected service users privacy and dignity.

  • Staff recognised the importance of people’s dignity and respect.
  • Staff knew that if patients wanted to discuss sensitive issues or appeared distressed they could offer them a private room to discuss their needs.

The 5 Areas of Inspection by the CQC.

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