19, 24 September 2013
During a routine inspection
One patient said that they had used the service before and had been 'sorted out'. Their relative told us that they too had used the service in the past and found that it met their needs.
A relative of a third patient told us that they had been given an appointment time of 21:20 and were frustrated that it was now 22:00. They understood more unwell patients had been seen before them but felt they should have been given a more realistic appointment time.
A fourth patient told us that they were called back within ten minutes and asked 'good questions' about their condition. They commented that they had used the service for their children in the past and found the doctors to be 'good'.
A fifth patient told us the service was 'great'. They said they had attended before on many occasions and that they 'never walked away unsatisfied'.
We checked that the provider was dealing with both complaints and the safeguarding of vulnerable people properly and found that this was the case.
Staffing levels were sufficient and the staff employed had the appropriate skills to fulfil their roles.
The provider had appropriate systems in place to measure the satisfaction of patients with the service and to assess and manage risks within the service.