We spoke with six patients, two GPs, the nurse manager, three administration / reception staff and the practice manager during our visit. Patients told us they were satisfied with the care and treatment they received. We saw that patients' views and experiences were taken into account in the way the service was provided and that they were treated with dignity and respect. Comments about the service included 'Brilliant,' 'Fantastic' and 'Every member of staff always has time for you.' Patients told us about the regular check-ups they received. One patient said 'Twice a year I have a diabetic check. They send me a letter and I phone to make an appointment.' Another told us 'I see the nurse regularly as I am trying to loose weight.'
Staff had received training in safeguarding children and vulnerable adults. They were aware of the appropriate agencies to refer safeguarding concerns to that ensured patients were protected from harm.
We saw that the provider did not have robust recruitment and selection procedures in place for newly recruited staff, and had not assessed the suitability of existing staff to work with patients and access confidential information.
The provider had systems in place for monitoring the quality of service provision. There was an established system for regularly obtaining opinions from patients about the standards of the services they received. This meant that on-going improvements could be made by the practice staff.