The service organised and delivered services to meet patients’ needs. It took account of patient needs and preferences.
Service users were able to access care and treatment from the service within an appropriate timescale for their needs.
The service took complaints and concerns seriously and told us they would respond to them appropriately to improve the quality of care.
Information about how to make a complaint or raise concerns was available. Staff treated service users who made complaints compassionately.
The service informed service users of any further action that may be available to them should they not be satisfied with the response to their complaint.
The service had complaint policy and procedures in place. Due to the length of time the service had been operating, the service had not yet received any complaints. The service was able to talk to us about what they would do in the event of a complaint and tell us that if the complaint was not able to be resolved in-house, that it would be referred to the Independent Healthcare Sector Complaints Adjudication Service (ISCAS).