Custom Vision Clinic

We rated it as good because:

• Staff were compliant with mandatory training. All staff received the appropriate levels for safeguarding for their roles. Staff followed infection prevention and control guidance. All areas were clean and tidy. Risk assessments were completed for each patient. Staff had the right qualifications and skills to provide the right care and treatment. Staff kept comprehensive records regarding patient care, and these were stored securely. Medicines were safely stored in locked cupboards where appropriately. The service managed patient safety incidents well.
• The service provided care and treatment based on national guidance and evidence-based practice. Staff gave patients enough to drink to meet their needs. Staff assessed and monitored patients regularly to see if they were in pain. Staff monitored the effectiveness of care and treatment. The service made sure staff were competent for their roles. Consultant Ophthalmologists, nurses, and other healthcare professionals worked together as a team to benefit patients. Staff supported patients to make informed decisions about their care and treatment.
• Staff treated patients with compassion and kindness. Staff supported and involved patients to understand their condition and make decisions about their care and treatment. Staff provided emotional support to patients, families, and carers to minimise their distress.
• The service planned care to meet the needs of local people and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment. The service treated concerns and complaints seriously, investigated them and shared lessons learned with all staff.
• Leaders had the skills and abilities to run the service. The service had a vision for what it wanted to achieve. Staff felt respected, supported, and valued. Leaders operated effective governance processes, throughout the service. Leaders and teams used systems to manage performance effectively. The service collected reliable data and analysed it. Leaders and staff actively and openly engaged with patients and staff to manage the service. All staff were committed to continually learning and improving services.

However:

• The service should ensure that all risk assessments for substances hazardous to health (COSHH) are completed.
• The service should be able to provide written information available in a range of languages.
• The service should consider providing an audio induction loop for hearing impaired patients.
• The service should consider displaying information how to make a complaint in the relevant areas.