People attended the clinic for consultations and leg vein treatments.

We spoke to one person, the registered manager and members of staff. In addition we looked at comments made by people in the latest patient satisfaction survey.

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

People’s privacy and dignity were respected. We observed that staff were polite and kind to people.

Suitable arrangements were made for people with mobility difficulties to access the service.

A survey of people's views was examined. The results showed that people thought highly of the service. We saw that people had written, “Thank you all for such a professional and caring service...... I have been very pleased with the results of my treatment and with the care I am receiving." Another person said “I was very well looked after.”

Equipment was maintained but the scheduling required review to ensure it was serviced in accordance with manufacturers’ recommendations.

People's complaints were fully investigated and resolved, where possible, to their satisfaction. The complaints procedure was available to people in the patient’s guide.

During our visit we were not able to speak to people using the service face to face. This was because our unannounced visit coincided with planned administration time. Therefore in order to gather people's experience of the service we reviewed service user satisfaction surveys from the past year. We saw that all people had responded to say that their experience of the service was either 'Excellent' or 'Good'. We saw comments such as "All staff very helpful and attentive” and “Excellent service from the time I entered to the time I left.”

We also found that people had been given appropriate information about the procedure they were to have and that prior to any treatment their consent had been sought.

A tour of the building indicated that the premises were clean and tidy throughout and this was confirmed by a 100% positive response to the question of cleanliness as part of the satisfaction survey.

People were protected as staff were well trained and equipment was correctly maintained. Staff were aware of their responsibility to report any suspicion of child or adult abuse to the local authority.

An appropriate complaints system was in place which clearly showed that people were given the opportunity to complain if they were unhappy with the service and could expect their complaint to be dealt with in a timely fashion.

We spoke with two people who were awaiting vein treatment following assessment consultations, and four people who had completed the process of assessment, treatment and follow-up. All people we spoke to told us they received good, clear information at every stage, both written and verbal. One comment was “very thorough and precise, left me with no questions. It was followed by a complete letter”. Another person said “everything was handled very well. I knew exactly what the treatment would entail”.

People told us they felt under no pressure at any time and had plenty of time to make a decision about whether to go ahead with treatment. People said the risks and benefits of different treatment options were clearly laid out, and were gone through again prior to signing consent forms.

People said they experienced the nursing and administrative staff as reassuring and professional. People spoke of being treated well in how they were received at the clinic, and in the treatment room, and how staff spoke with them on the telephone.

People found the treatment and after care they experienced matched what they had been told they could expect. A person told us it was “always made clear how to take up any concerns or ask advice at any time, day or night”.

We asked people what they thought of the cleanliness of the environment. There were no negative comments. Two people described the environment as “excellent”, one as “spotless”.