Princess Royal Community Health Centre

On the day of our inspection we spoke with a specialist nurse, two administration/reception staff and three people who used the service.

People who used the service told us they found the staff to be professional, kind, non-judgemental and always respected their privacy.

People who use the service were given appropriate information and support regarding their care or treatment.

Appropriate recruitment checks were in place prior to the employment of staff. This meant the provider had taken steps to ensure staff they employed were of good character and suitable people to work with vulnerable groups.

The provider had a system to regularly assess and monitor the quality of service that people receive.

On the day of our inspection we were unable to speak with people using the services however, we used a number of different methods to help us understand their experiences and this included reviewing patient opinion feedback, reviewing the Locala dental survey, completed in December 2012, and the monitoring of concerns/complaints.

Feedback from people who visited CaSH included comments such as, how nice it was to be greeted by a friendly face at reception and how the staff made them feel comfortable from the beginning.

Another person commented that they felt everything was kept confidential and the staff went out of their way to accommodate their needs, such as re-arranging appointments and offering extra support.

However, one person did not find their visit to the service positive. Their concerns included that the reception/waiting area was not confidential, and they felt vulnerable. Locala governance team had investigated the concerns and responded to the issues identified.

The outcome of the Locala dental survey in relation to customer care showed, people were treated well and the staff were pleasant and helpful.

The procedures for care and treatment were carried out in line with up to date published research and good practice guidelines such as those from 'The National Institute for Health and Clinical Excellence (NICE).'