Archived: Westlake Surgery - C

We talked with patients who were visiting the practice on the day of our inspection about being referred to other health or social care providers. Two patients had experienced being referred to other providers, such as NHS consultants. One patient told us 'I was so worried, but the GP explained everything to me, I was surprised that my appointment came through so promptly'.

People told us staff were respectful. One patient said 'They treat me as an adult, with an opinion that matters rather than just another patient. My doctor really listens to me and understands my needs, I never feel rushed.'

We found that staff were clear about what action they would take if they saw or suspected any abuse. Staff had completed some training in this area, further training had been arranged. Policies and procedures were in place to guide their practice.

We talked with patients about their confidence in the skills and knowledge of staff and asked them their view of staff competency. People told us that all the staff they had met seemed competent, skilled and knowledgeable.

Patients said they felt confident that if they had cause to complain it would be dealt with in an efficient professional manner.