Archived: Heatherwood Hospital Primary Care Centre

During our inspection, we found that the EBPCOOH web site provided clear explanations of the services offered and how they could be accessed. There was a service guide, information about how to make a complaint or provide feedback, and general health information.

We spoke with three people who used the out of hour service, one of whom had used the service before. They told us they were very pleased with the service and by how quickly they were seen. The person who had used the service before said they once had to wait 30 minutes to see the GP but felt the waiting time was reasonable. People said they felt comfortable with the GPs they saw and understood the information they were given about their conditions. Overall, people told us they were pleased with the service although two people said they were confused about the difference between the out of hours service and the minor injuries unit which was located next door.

We found that people using the service were provided with appropriate care to meet their needs. National clinical guidelines and recommendations were understood and implemented. Infection prevention and control measures were in place. Equipment was regularly maintained and there were well established protocols for reporting faulty equipment. There were systems in place for monitoring the quality and safety of services provided to people.