Archived: McIndoe Surgical Centre

We reviewed four sets of care records and found evidence that people were given appropriate information about the hospital and services offered. People told us that they had received plenty of information on their specific procedures, including risks, benefits and expected length of stay.

We toured the premises and found that the ward bedrooms were spacious, clean and well-laid out, with call bells in all rooms and communal areas. We found that the provider had taken reasonable steps to ensure the safety of all the people who worked at or use the service.

We spoke with five staff members and the registered manager, and reviewed staff recruitment records. We found evidence of initial vetting and verification of staff and their qualifications, as well as continuous supervision of the staff. Staff told us that they felt well supported in their roles.

We reviewed the complaints log, and found that information on complaints received was appropriate. We saw that there was information readily available for people on how to complain, and what to expect from the process. People told us that they had no reason to complain, but would be happy to raise any issues of concern with staff or the manager.

We found that people were given information and clear explanations about their treatment. The people we spoke to told us they had been under no pressure and their questions had been fully answered.

We saw that staff treated people with kindness, respect and discretion and information about patients was held securely and confidentially throughout the service.

Staff understood the importance of protecting and controlling infection and adhered to the provider's written procedures. The provider had arrangements in place to provide specialist infection control oversight to the service.

The staff we spoke to were trained, supervised and supported and went about their work in a polite and professional manner. From everything we saw and heard they took pride in the service they delivered and enjoyed a strong sense of 'team'.

We found that the provider took steps to monitor the quality of the service it provided. However we felt that there was scope to improve the way that learning from events was recorded in order to ensure action was not delayed or overlooked. We have asked the provider to address this.