12 December 2011
During a routine inspection
All said that they had been provided with an information pack on their first visit containing information on the service the practice provides.
They also said that the staff at the practice took time to listen to them, explained any investigations that were to be carried out and also explained the results of any investigations and treatment options. They said they never felt rushed and that written information was also provided.
The people we spoke to were extremely happy with the service. Comments included: 'they're amazing'; 'it's fantastic'; 'they go out of their way to help'; 'it's very good value for money'.
People described how it was easy to get an appointment and if they left a message for one of the doctors or the nurse they always phoned back promptly.
Two people told us that the doctors had made house calls at short notice. One person told us that they had recently been in hospital and one of the doctors from the service had been in contact every day and visited them in hospital. All said that the doctors kept in touch with how they were progressing with treatment by telephoning them or sometimes by text or email.
One of the people we spoke with said that the service provided made them feel very safe.
The people we spoke with were very complimentary about the staff at the service and clearly had confidence in them. We were told that they never had to wait for an appointment and could talk to a doctor on the phone when necessary.
People told us that they were always asked for verbal feedback at each appointment as to whether they were happy with the service provided, but said they hadn't been asked to complete a customer satisfaction survey.