We spoke with four people about their experience of having surgical procedures at Holywell Healthcare. All of the people we spoke told us that they were satisfied with the treatment they received. We found that people had often had more that one surgery, indicating that they happy with the care and treatment received following the first surgery.

People told us how they had benefitted from the foot surgery they received. One person told us how pleased they were to be able to wear shoes again after years of not being able to get shoes on.

Where people paid privately for their treatment they were given written information quotations. The quotations gave a breakdown of the costs of surgery and aftercare, so informed people clearly about the fees charged.

Staff had received training in safeguarding adults and suitable reporting procedures were in place to handle any allegations of abuse.

The surgery was found to be clean with suitable procedures in place to monitor hygiene standards. People we spoke with confirmed they found the surgery to be clean and they told us staff wore suitable protective clothing and used new instrument packs during surgeries.

Systems were in place to record staff training and clinical professional development. Only one staff member was trained in moving and handling, this means other staff may not be suitably skilled to assist people to move safely should they need support. A policy on staff supervision was in place but was not being implemented. Therefore systems to support and monitor staff practice were not established.

We spoke to three people who had undergone surgery at the service. We were told by everyone we spoke with that the service offered appointments at flexible times, including Saturdays which fitted in with their lifestyles.

Everyone we spoke with told us they had been given a range of information with all reporting that this gave them all the information they needed. One person told us the quality of the information was ‘excellent’.

Two people told us that they been given options and tried treatments which were less invasive than surgery before deciding to accept surgery. Everyone we spoke with told us they had been consulted about their care and had been given information on the risks of surgery.

One person was highly complimentary of all staff stating ‘staff of all grades, were very welcoming’. People told us they were given time to recover after the operations and provided with a drink and biscuits.

People told us they were well supported through the procedures and given reassurance from staff.