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Davyhulme Medical Centre Good

All reports

Inspection report

Date of Inspection: 18 September 2013
Date of Publication: 2 October 2013
Inspection Report published 02 October 2013 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 18 September 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

Davyhulme medical centre had a large car park which included parking spaces for disabled patients. The building was purpose built, accessible for patients with disabilities and had an adjoining pharmacy. A poster was displayed on the outer door outlining opening hours.

There was a large reception and large waiting area and a smaller waiting area. Practice newsletters were available for patients to pick up on the reception desk. Patients had the choice of using an on screen fast track check in service or checking in with receptionists at the desk.

The waiting room was clean and comfortable and there was a range of leaflets available offering advice and information about services available. There were posters on the walls outlining the practice’s chaperone policy, pharmacy opening hours and information about forthcoming flu vaccination clinics. Hand washing gel was available in the reception area and there were patient toilets, including disabled facilities.

The practice had set up a Patient Participation Group (PPG) which met on a regular basis and we were shown the terms of reference for this group. The last meeting had been postponed due to some members leaving the group, but it was clear from previous minutes that the meetings were generally well attended and patient ideas and suggestions were responded to. Patients were invited to express their interest in joining the PPG by completing a leaflet at the front desk. The next date for the PPG was yet to be finalised, but was planned for November or December 2013.

The practice had a website which offered an on line appointment and prescription ordering facility, as well as a wealth of information about the practice, newsletters, minutes of the PPG meetings and the results of the latest annual patient satisfaction questionnaires. We saw the analysis of the results of the last questionnaires undertaken in February 2013 which were compared to the previous year and indicated that there was a slight improvement in being able to access the surgery by telephone. Other questions had been around the new on line appointments system and patients’ thoughts on this had been sought. A small proportion of patients preferred the traditional methods of making appointments and this was acknowledged, patients still having the choice of which method they would use.

We saw the practice’s chaperone policy and noted that patients were given the option of having a chaperone, usually one of the nurses or health care assistants, if they wanted one. We saw that written consent was sought for minor operations and verbal consent was asked for when there were medical students observing consultations. Patients’ wishes would be respected if they did not wish to have a student present at their consultation.

Patient confidentiality was taken seriously by the practice, new staff being required to read and sign the confidentiality policy on induction. We observed staff speaking to patients with respect and courtesy and having regard for dignity and privacy at all times.

We spoke with six patients, who were positive about the staff at the practice. One patient commented, “Reception staff are really good and helpful, come any time and they will fix you up with an appointment, they are marvellous.” Another patient said, “The staff always look after your privacy and dignity”, a third told us, “The reception staff are very good and the doctors have been wonderful.”