We found the service was outstanding overall, this was because;

• The leadership of the clinic was inspirational and the culture was one of striving to provide the best quality care for patients with varicose veins, venous leg ulcers, venous eczema and phlebitis.

• The clinic developed and researched its own clinical guidelines and protocols and shared this with the national and international medical community.

• Staff were competent to do their roles, were supported to develop their skills further and taught others nationally and internationally.

• The clinic was involved in and continued to promote research into the management of venous conditions.

• The clinic was involved in developing and promoting a charity for patients with venous leg ulcers and fund raising to support that charity.

• Staff at the clinic were involved in local community projects including providing training sessions to a local school and sponsoring sports teams.

• Staff were responsive to patient’s needs. Patients could access treatment in a timely way and consideration was taken with regard to the time of year when planning procedures.

• Managers had developed systems and processes to keep patients safe from harm.

• Infection control processes and practise was in line with best practise and current legislation.

• The environment and equipment was fit for purpose, regular checks were in place to maintain this.

All three people that we spoke with who used the service were highly complimentary about the standard of care and treatment they had received. One person said, “The whole experience has been first class for me. The information at all stages was brilliant. The staff from receptionist to clinicians were friendly and very professional”.

We found that the service had produced comprehensive guidance relating to infection control and had recently tested its effectiveness. Staff had been regularly trained in hygiene and infection control and their motivation to maintain standards was high.

We found that the provider had ensured that scanning and laser equipment used within the service was suitable for the purpose and that its use had been risk assessed. We also found that the service had ensured that sufficient equipment had been available and was serviced regularly.

The provider had an effective recruitment procedure in place which meant that suitable people were recruited and provided with appropriate training and experience for the role. One person who used the service said, “The staff I met were all very charming and totally professional. However they are selected, the process seems to work”.

People told us that they had been asked to provide feedback on their treatment and care. We found that the provider had effective procedures in place to monitor performance and was responsive and proactive in making improvements.

During our inspection we spoke with four people who had used the service, either in person or by telephone. They told us that they were very satisfied with the process both leading up to their treatment and once treatment had commenced. One person told us that, "It was a fantastic experience, I knew what was going to happen and felt very safe." Another person told us that they found their treatment, "Very professional but friendly. I was able to ask questions as they went along."

We looked at care and treatment records which showed that the person concerned had given their consent at all stages of the treatment. The records also included details of the treatment given.

Staff had received a variety of training which meant they had the skills and knowledge to provide the support needed by people using the service and procedures were in place to monitor and improve on the quality of care and treatment provided.

Although there were a number of people in the waiting room we did not capture their views as they were waiting to go for their treatments so we did not want to cause them any additional anxiety. We did, however, speak with several people on the telephone following our visit. Each person was highly complimentary about the service they received and praised the efficiency and professionalism of all staff working at the service.