Our inspection took place at the Cuckfield Medical Practice, we did not visit the branch surgery as part of this inspection. We spoke with eight patients at the surgery. We spoke with the practice manager, two receptionists, an administrator and two General Practitioners (GP's) and a nurse. We observed the medical centre in operation and looked at policies and records to help us understand how the practice was run.
We found that patients were involved in their care and the running of the surgery. A patient said 'I feel really listened to and involved in all my treatment'. The practice ran a patient participation group (PPG). A patient and member of the PPG told us 'They are really taking the PPG seriously. Its early days, but we are in collaboration'.
We saw that patients' records supported safe and effective clinical care. There were systems for managing patients' medicines safely and for ensuring investigation results were followed up. Patients expressed confidence in their care with one commenting 'I think this is a brilliant practice'.
We found that patients were seen and treated in a clean and hygienic environment. We saw that processes were established that ensured staff had an understanding of abuse and what to do if it was suspected.
We also found that there were arrangements in place to assess and monitor the quality of service provided. We found changes were made in light of complaints and critical incidents.