We saw patients’ consent was obtained before treatment was provided. People were given information on their treatment options so they could make an informed decision around their care. One patient told us "They told me the treatment I may need and checked if I was happy to proceed." Staff were aware of the Mental Capacity Act 2005 (MCA) and how this impacted upon people's ability to consent to treatment.

We saw patients’ medical histories were taken into account and reviewed regularly. Staff were aware of people's medical history and medications through information recorded on their internal computer system. One person told us "They always ask me if my medical history has changed."

Staff had a working knowledge of safeguarding issues and how to address these when providing care and treatment. They had access to relevant policies and guidance around safeguarding and were able to demonstrate how they would escalate any safeguarding concerns. This demonstrated that people's safety and welfare was appropriately met.

The provider had an effective system in place to address complaints and concerns. We saw complaints, actions and outcomes were recorded. The provider had made their complaints policy readily available within the reception area for patients.