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Inspection Question Is it responsive to people’s needs? The Report from CQC

The CQC inspector’s rated responsive as Good

because:

  • The provider was able to provide all service users with timely access to the service. The service had a complaints procedure in place and it used service users’ feedback to tailor services to meet user needs and improve the service provided.

Responding to and meeting people’s needs

The service organised and delivered services to meet patients’ needs. It took account of patient needs and preferences.

  • The provider understood the needs of their patients and improved services in response to those needs.
  • The facilities and premises were appropriate for the services delivered. The service building had a lift which had access to the floors that the service operated from.
  • Reasonable adjustments had been made so that people in vulnerable circumstances could access and use services on an equal basis to others. Although the service did not have a ramp for wheelchair users outside the building, staff at the service told us that they would be on hand to escort patients with physical disabilities into (and leaving) the building.
  • The service told us that following service user feedback that they had introduced staggered appointment times so that service users would not encounter long waits before being seen by a member of the clinical team.

Timely access to the service

Service users were able to access care and treatment from the service within an appropriate timescale for their needs.

  • Service users had timely access to initial assessment, test results, diagnosis and treatment.
  • Waiting times, delays and cancellations were minimal and managed appropriately.
  • Service users with the most urgent needs had their care and treatment prioritised.
  • Referrals and transfers to other services were undertaken in a timely way.

Listening and learning from concerns and complaints

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).

The 5 Areas of Inspection by the CQC.

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