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Archived: Michael Shipway & Associates

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Inspection report

Date of Inspection: 7 January 2014
Date of Publication: 23 January 2014
Inspection Report published 23 January 2014 PDF | 71.41 KB

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 7 January 2014, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that patients received. Audits had been completed and comments from patients had been sought that helped to monitor the quality of treatment provided.

Reasons for our judgement

Patients who used the service were asked for their views about their care and treatment and they were acted on. Patient satisfaction surveys had been completed in the last three months and we looked at a selection. The results were mainly positive and action had been taken to improve the service. The improvements had included the removal of all old magazines and a daily newspaper was provided. The practice had also reintroduced drinking water in the waiting room for patients. Comments on the surveys from patients included, "highly recommend the practice and all the staff" and "always efficient, on time and friendly". Another survey had just started asking patients about recall messages. There was also a suggestion box in the waiting room for patients to use, which was empty when we visited.

Various audits had been completed to include, waste disposal and infection control. A dentist told us they audited their own x-rays. There had been no incidents or errors recorded in the practice. The provider might like to note that there had been no audits of clinical paper records to alert clinicians to insufficient record keeping that may have affected patients' health and welfare.

The staff told us they had regular monthly meeting where many issues had been discussed to include clinical governance. The provider might like to note that there were no records or planned agenda where information was used to improve clinicians' knowledge and practice. The practice manager told us that practice meetings were used to look at best practice and new procedures.

There had been no formal recent complaints. The provider took account of complaints and comments to improve the service. We found that complaints were recorded and patients were responded to appropriately. The provider might like to note that there was no complaints procedure that informed patients where they could get additional support if they were not satisfied.