12 February 2014
During a routine inspection
We found that information was clearly displayed throughout the surgery for people using the service, including health promotion, information about services available, as well as how to raise any concerns if someone was not happy with the service provided.
We spoke with three people using the service and a representative of the patient participation group, who all said they were happy with the service provided to them. One person said, "I feel that I am given the time to explain what I need to and I am always respected." Another person said, "They look after you, I cannot say more than that." We also spoke with staff who said they enjoyed working in the practice as it was a "close knit team." Staff said they felt well supported by the provider.
We looked at the recruitment processes for staff working in the surgery and saw evidence of effective recruitment checks made before staff commenced employment. We found that staff underwent on-going training that was relevant to their role and enabled them to provide safe and effective care.
We looked at the records in respect of complaints and saw that the provider dealt with these in accordance with its policy, responding in a timely manner to people and working, where possible to achieve a satisfactory outcome for all parties.