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Inspection report

Date of Publication: 15 April 2014
Inspection Report published 15 April 2014 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

We reviewed information given to us by the provider.

Our judgement

At our inspection in May 2013 we found that people were not provided with appropriate information about the service. Nor were their views fully taken into account in the way the service was run. The evidence subsequently submitted by the provider during this review showed that planned improvements had been completed.

People were well informed about the service. Their views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

Following our inspection in April 2013 the provider sent us an action plan that demonstrated how they planned to make improvements to ensure that they achieved compliance with our essential standards. In April 2014 we asked the provider for information about progress with their action plan. The provider sent us evidence that showed us that they had completed their action plan.

People who used the service were given appropriate information and support regarding their care or treatment. The provider had developed a leaflet about the practice that was available to people using the service. We found that this contained useful information about opening hours, how to contact someone in an emergency and how to make a complaint. It provided people with details about the qualifications of the staff and the range of available treatments. The provider also gave a welcome letter to people who chose to register with the practice. This set out clearly what the practice offered and detailed information about fees.

People expressed their views and were involved in making decisions about their care and treatment. They had access to a questionnaire that was available in the waiting room. We saw a sample of people's feedback which showed that they were happy with the way the service functioned. Respondents were complimentary about staff, describing them as "Professional" and "Friendly and helpful." We could see that people had made suggestions, some of which had been acted upon. For example, the provider told us that in response to feedback they had begun to send reminder text messages to people three days before their booked appointment. Artwork had been purchased for display on the surgery ceiling following a suggestion from one person.