Optical Express - Birmingham Clinic

We rated it as outstanding because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills and understood how to protect patients from abuse. There was a strong safety system and culture with a focus on openness and transparency. The service managed safety incidents well, learned lessons from them. There was thorough analysis and investigation when things went wrong. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept records to a very high standard. They managed medicines well.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information. Help and advice was available seven days a week.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients and families.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. Staff were committed to improving services continually and there was a comprehensive and well implemented audit system that was a genuine lever for improvement. Information and record systems were comprehensive and diligently completed. This enabled other systems, such as audit, complaints and incident reporting to operate effectively and in concert with one another.

However:

• Some patients had been sent correspondence with an incorrect clinic address which caused them anxiety on the day of their surgery.