The service provided was efficient and well managed with up to date policies and procedures in place. A person who used the service told us 'it runs like clockwork and everything is done by the book'.
The practice was clean and tidy and the atmosphere was welcoming to patients and relatives. 'It's lovely' said one person. Another described it as 'spotless'.
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.
People said that they felt that staff were friendly and respected their privacy and dignity. They said that they felt listened to and were able to ask questions and discuss options about their treatment.
People told us that they were asked for their opinions of the service on a regular basis.