We observed staff speaking with people in person and also on the telephone. We saw staff were friendly and polite and offered choices to patients. We found people who used the service were treated with dignity and respect. We spoke with two people who used the
service. One person said "It is very good here, they have very good receptionists who are very professional. I try to get appointments that suit me as a working parent." Another person said "It's a good surgery they have helped me a lot I am offered appointments and then take the one that suits me. They talk to my relative with dignity and respect."
People who used the service were protected against the risk of abuse. Staff received training in abuse awareness and protecting children and vulnerable adults. The policies and procedures were available to all staff in relation to safeguarding.
We found people were protected from the risk of infection as treatment was delivered in a clean and hygienic environment.
There were effective recruitment and selection processes in place.
We found the provider had an accurate Statement of Purpose which contained the necessary information including aim and objectives, the kinds of services provided, names of key individuals working for the service, legal status of the provider and details of the office address.
There was an effective complaints system in place. Complaints people made were responded to appropriately.