Archived: St Luke's Health Centre

Referrals to other providers were completed in a timely manner and contained relevant and essential information.

The premises although cramped were adequate although not best suited to the type of service offered.

We found that although staffing could from time to time cause additional pressure on staff it did not affect the safe provision of services.

There was a clear complaints system in place and we could see that complaints were dealt with according to the providers policy, it was difficult to tell if they were resolved to the complainant's satisfaction as no follow up was attempted after the response to the complaint.

We saw that records relating to people's care, staff and the management of the service were accurate, easily accessible and contained relevant information.

We spoke with six people and three children using the service. Comments included, "When you want an appointment you actually get it," "They do care here," and "It's a really good service."

People told us that the service was flexible to meet their needs.

We spoke with three members of staff, both clinical and non clinical. One staff member commented, "I like working here." Another commented on the flexibility of staff.

We found that people using the service receive care and support that met their individual needs and that they were protected against the risk of infection because appropriate guidance had been followed.

People receive care from well trained staff who were supported in their role.

Patients told us the quality of service provided at St Luke's Health Centre was good. The only key areas highlighted were poor car parking facilities and cramped waiting areas at times of high demand.