We spoke with nine people who used the service. They said they were very happy with the service provided by their doctor and the practice nurse. They described the staff as 'polite and helpful'. They confirmed that when they saw their doctor they were always given time to talk about their issues and ask questions about their treatments. One person said, "The nurse is very helpful. She explains everything really well and then always asks me if I have any questions." Another person told us, "My doctor is very good, she always puts you at your ease. I have nothing to complain about."Leaflets and posters were displayed in the waiting area in relation to a range of conditions and services available. The practice had access to an interpretation service and disabled access was provided.
Staff were trained at the appropriate level on how to safeguard people from abuse and harm. They were aware of the different types of abuse that could take place and the signs to look out for. Staff knew to report any signs or the suspicion of abuse to a senior member of staff immediately. None of the staff we spoke with had any concerns about the safety and welfare of the people who used the service or the care practices of their colleagues.
Appropriate recruitment and selection procedures had not always been completed prior to some staff being employed to work at the surgery.
The people we spoke with told us they were happy with the standard of the service they received. One person described the service as 'excellent'. Another person told us, 'Overall the service is very good. My whole family are registered with this practice and I am very happy with the way they look after me and my children.'
The NHS Choices website recorded a number of negative comments about the practice. Most of these related to the standard of care and appointment waiting times.