We spoke with five patients during our inspection and a further 15 patients by telephone. We did this to help us to understand the outcomes and experiences of patients who used the practice. On the whole, patients told us that they were happy with the care and treatment they received. Some patients however, did raise concerns about difficulties accessing appointments and the telephony system in place at the practice. Their comments included, 'I have no complaints about the doctors, they are all excellent whoever you see' and 'I believe they have started same day appointments now but you don't have a choice of who you see.'We found that patients were involved in their care and treatment which was provided in a way intended to ensure their safety and welfare.
Patients who used the service were protected from the risk of abuse. Patients we spoke with told us they trusted the GPs and nurses caring for them and felt safe receiving support from all of the staff at the practice. Staff received appropriate professional development which included an annual appraisal and training relevant to their role.
The practice had effective systems in place to protect the health, safety and welfare of patients. There was a Patient Participation Group (PPG) at the practice and they were involved in assessing the quality of care patients received. A PPG is made up of practice staff and patients that are representative of the practice population.