Our Healthcare Regulators & Important Information

Care Quality Commission (CQC)

All healthcare facilities are regulated by the Care Quality Commission, the CQC. Under the new CQC regulations, it is the CQC inspectors’ jobs to monitor, inspect and regulate services to ensure that they meet the fundamental standards of quality and safety.

VeinCentre’s Inspection

The CQC visited our Head Office in February 2018 and we are absolutely delighted with their faultless report, finding all aspects of our service Safe, Effective, Caring, Responsive and Well-led.

You can read the full report on the CQC website, but we have copied the summary from the report below.

Overall summary

Feedback obtained clearly demonstrated positive outcomes for patients. Patients spoke very highly of the care and treatment they had received from the clinic and told us they would highly recommend the service. They considered the clinic provided an excellent service with the care and treatment exceeding their expectations. They described staff as friendly, efficient, helpful and caring.

Patients also told us they were given all of the information they needed to make an informed decision about their treatment options in advance of their treatment in addition to receiving detailed aftercare support and advice.

Staff we spoke with told us they were very well supported in their work and were proud to be part of a team that provided a high quality, specialised service.

Our key findings were:

• Patients received detailed and clear information about their proposed treatment which enabled them to make an informed decision. This included costs, risks and benefits of treatment.
• Patients were offered appointments at a time convenient to them and with the same clinician to ensure their continuity of care and treatment.
• Patients’ needs were fully assessed and care and treatment were tailored to individual needs and delivered in line with current evidence-based guidance.
• There was a transparent approach to safety with demonstrably effective systems in place for reporting and recording adverse incidents.
• There were effective procedures in place for monitoring and managing risks to patient and staff safety. For example, there were arrangements to prevent the spread of infection.
• Clinicians assessed patients according to appropriate guidance and standards.
• Staff were supported with their personal development and received opportunities for supervision, training, coaching and mentoring appropriate to their role.
• Patients told us staff were kind, caring, and competent and put them at their ease and maintained their dignity.
• Information about services and how to complain was available and easy to understand.
• There was a clear staffing structure and staff were aware of their own roles and responsibilities.
• The provider was aware of, and complied with, the requirements of the Duty of Candour.