We spoke with six patients and the practice manager. We also observed staff communication with patients and checked three patients' records.
All the patients we spoke with were satisfied with the way the doctors treated them. However, some patients were not happy with their interaction with some receptionist staff. For example, one patient said, "The receptionist here are pointless. They take no time [to explain or listen to patients]'. Patients were also not happy with the appointment system. However, the practice manager indicated that the practice was working to address this by employing an additional doctor.
We noted that the general practice had a safeguarding policy and staff had attended training on safeguarding. Patients felt that their privacy and dignity was respected. However, information about making a complaint was not available to patients.