There were evidence based policies and procedures in place to support staff practices in obtaining written, verbal and informed consent. Staff told us that they felt confident when asking people for their consent and confirmed that full explanations were given prior to the commencement of any procedure, care or treatment.People's needs were assessed and care and treatment was planned and delivered in line with their individual needs. We spoke with four people who used the service and they told us that they were well looked after. One person told us, "The staff are good and listen." Another person told us, 'The nurses are fantastic they check, check and double check everything.'
People's health, safety and welfare were protected when more than one provider was involved in their care and treatments because the provider worked in co-operation with others. The multidisciplinary team included medical and nursing staff, pharmacists and optometrists and opticians.
An effective quality assurance process was in place which included a quarterly review. The process of review included medical advisory committee meetings, independent reviews by Consultant Eye Surgeon Partnership (CESP) practice manager, meetings with staff at James Paget University Hospital, and satisfaction surveys.
There were detailed complaints policies and procedures that were accessible to both the staff and the people who used the service.