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Inspection report

Date of Inspection: 19 January 2012
Date of Publication: 13 March 2012
Inspection Report published 13 March 2012 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

Our judgement

Overall the provider was meeting this outcome and ensured that people using the service were respected and involved. Their dignity and privacy was upheld.

User experience

We did not speak to people who used the service about this outcome. But we looked at a range of surveys completed by people who attended the practice and the overall results.

People said that they were happy with the service provided. They felt their dignity was maintained and their privacy protected. They were encouraged to ask questions and felt staff had the time to answer their questions.

People who used the service said that they were provided with good information both about the treatments and the cost of the different treatments.

They said that staff were helpful and nice.

People reported that staff were good at discussing all their treatment options and they felt they had realistic expectations of the procedures they were having.

Other evidence

We saw examples of a range of patient information leaflets available to people using the service. Leaflets were displayed in the reception area.

We saw staff in the reception area welcoming people to the practice and advising them how to complete forms prior to treatment. A comments box was available in the reception area, a complaints policy and procedure was in place. The practice had a newsletter available in reception that included results of a survey.

Staff said when people visited to register with the practice general details were completed at reception. People were taken to a private area to discuss their medical history.