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Archived: Freezywater Primary Care Centre Good

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 26 November 2013
Date of Publication: 4 January 2014
Inspection Report published 04 January 2014 PDF


Inspection carried out on 26 November 2013

During a routine inspection

We spoke with eight patients attending appointments at the practice on the day of our visit. They told us they were happy with the care and treatment provided. For example, one patient told us "It�s a good practice, doctors are friendly and they listen to your concerns in a genuine way." Another patient said "I feel reassured now as I had been worrying. They are thorough and always send me for a test when I need to be checked thoroughly." Patients generally felt they were understood and felt listened to and supported by clinical staff. Everyone told us their privacy and dignity had been respected by staff. Patients said it was relatively easy to make an appointment at a convenient time.

Patients told that they trusted the GP's and nurses at the practice. Staff were able to demonstrate the knowledge and skills needed to protect children and adults from possible abuse.

Patients told us the practice was always very clean and we saw there were systems in place to reduce the risk of infection. However, although staff told us they were aware of infection control risks there had been no formal risk assessment of the practice in relation to infection prevention and control. As a result the provider could not be assured that people were protected against the risk of exposure to a health care associated infection.

There were appropriate arrangements for the management of medicines and there were procedures for dealing with emergencies including having emergency medication available.

There was a complaints policy available but it did not outline expected timescales for acknowledging and investigating complaints or detail which other organisations were available should a complainant not be satisfied with the response provided by the practice. Three out of four complaints had not been acknowledged in a timely way.