We did not speak with people using this service during our inspection visit because we were unable to interrupt their training schedule. We gained information about the service in a number of ways including looking at records and speaking to staff on duty.

We found people were asked for consent and the provider acted in accordance with their wishes. The confirmed written consent; treatment plans and/or training programmes were tailored to each person’s individual needs. All records were stored securely on the provider’s computer system and access was restricted to authorised staff only.

The provider had taken steps to ensure the environment was suitably designed, secure and well maintained. There was enough suitable training and rehabilitation equipment available for people to use. Arrangements were in place to ensure equipment was routinely serviced and maintained. The premises and equipment were clean and there were arrangements in place for the collection of all waste.

Effective recruitment processes were followed when new staff were appointed to ensure they were suitable and qualified. All staff completed the provider’s induction and mandatory training. This meant people could be confident that their needs were met by trained and qualified staff.

People’s personal confidential information, staff records and other records relating to the management of the service were kept secure and up to date.

People told us the service provided treatment following an assessment and screening process. Treatment was person centred and tailored to achieve their optimum level of fitness. One person said “I know that with their support I’ll be at my optimum fitness to compete.”

People told us they were involved in the decision making process and developed their training programme. People’s privacy and dignity was respected.

People told us they received appointments quickly and flexible to meet their requirements. The service had access to a range of treatment facilities such a private consultation rooms.

People were supported by staff that had good access to training. Staff were able from time to time to obtain further relevant qualification as part of their continuous professional development and maintain their professional registration. One person said “I think they’re great, they definitely know what they’re talking about and tailor the programme to suit me.”

People told us they had opportunities to make comment about the service. People were aware of how to express concerns or make a complaint about the service.

The provider had an effective quality assurance system, which monitored the day to day running of the service. People using the service had opportunities to comments and give their views about the quality of services experienced.