14 October 2013
During a routine inspection
On the day of our visit to Shakespeare House Medical Centre we met with the practice manager and two of the GP partners. We spoke with seven patients and with five members of practice staff.
Patients told us that they were treated with dignity and respect. One patient said "When you make an appointment the staff ask you appropriate questions which helps identify the right appointment for you".
Most patients were happy with the care and treatment they received. One patient said "I have been a patient here for years and they always provide a great service". Two of the patients we spoke with told us that they were not happy with the time they were kept waiting before appointments. One patient said "waiting for your appointment is sometimes frustrating. The reception staff don't tell us when the GPs or nurses are running late".
Patients were protected from the risk and spread of infection because appropriate guidance had been followed. The practice was clean and hygienic.
Staff felt supported in their roles. We found that staff had received training and appraisals. One person told us 'I really feel supported by the team, practice manager and the GPs'.
Patient views were sought and their responses were acted upon. The practice ensured appropriate management and processes were in place to protect the safety and welfare of their patients.
There was an effective complaints process. This was well advertised to patients in the practice leaflet and in the waiting room. Some patients told us that they had not needed to make a complaint but felt confident that the practice would address any issues they had appropriately. Two patients explained that they had raised a complaint in the past with the practice and were satisfied with the action taken.