"I chose to come here." one person told us. "That says it all, for me. I know (the Doctor) will explain what is wrong and what he can do about it." One person told us "his great strength is that he explains things in a way that ordinary people can understand." The Doctor confirmed "I've always said that you have to keep it simple." One person told us "(The Doctor) explained everything. I thought I knew what was going to happen and, so far, that's been the case."
The practice manager told us 'We, actually, see everyone as an individual." We saw information related to people from black and ethnic minority communities, learning disabilities and mental health problems. "There is no discrimination for anyone."
The Doctor told us "I've never had an occasion to be concerned (about abuse) of either a child or an adult but, if I did, I'd talk with their own GP or phone the local team."
We were shown documentation which included confirmation that the appropriate checks were undertaken before staff began work.
We saw an analysis for feedback from people who used the service. 98% of people rated 'the staff excellent or very good'. One person who had used the service had made a formal complaint and the documentation, and discussion with the Doctor and Practice Manager demonstrated that, after a full investigation the complaint was not upheld, but issue had been taken extremely seriously and a change in the policy regarding chaperones had been introduced as a consequence.