The Care Quality Commission
  • Doctor
  • GP practice

Archived: ELMS Minor Injuries Unit

Rossendale Primary Care Centre, Bacup Road, Rawtenstall, Lancashire, BB4 7PL (01706) 253500

Provided and run by:
East Lancashire Medical Services Limited

All Inspections

13 May 2013

During a routine inspection

Patients accessed the GP led out of hours service by dialling the National 111 number for non emergency care. Following a telephone assessment of their medical condition they were either given advice from a doctor, given an appointment to attend an out of hours centre (such as this) or received a doctors visit.

We looked at records held at the main office and spoke with members of the management team, one member of staff, one GP (General Practitioner) and two patients.

We observed staff responding to patients in a friendly and respectful manner. We spoke with two patients who told us, "They (the staff) were very good. I have been treated very well" and "I was told what to expect and was listened to". Both patients told us they were happy with the service they received.

All staff were provided with a range of appropriate training. This meant patients were treated by skilled and knowledgeable staff.

There were effective systems in place to monitor the quality of the service provided and patients were asked to provide their views about their experience of the service. The information was used to improve the safety and operation of the service.

Patients were given the support they needed to make a comment or complaint. Records were clear and showed that patient's concerns or complaints had been responded to appropriately and the information was used to improve the service. We also saw a number of 'compliments' made about the service.