We spoke with a number of patients. They were all satisfied with the information and support they were given by their doctor (GP). They felt that the GP gave them enough time during their consultation, and listened to what they had to say. One patient told us, 'I have been coming here for years. The GP and the nurse listen and keep me informed'. Another patient said, 'I am treated well by my doctor, he listens'.Patients were able to make appointments in advance, and could telephone or visit the practice in person to make an appointment. One patient told us, 'it is easy to get an appointment; I just have to phone in'. Another patient told us, 'I can phone for an appointment. Even if they are full the staff will always try to fit you in'.
There were arrangements in place to deal with foreseeable emergencies, but these were not satisfactory. We found a number of the emergency drugs kept at the practice were out of date.
Staff were able to demonstrate they had a knowledge of safeguarding policies and procedures and they knew what to do if they had any concerns.
The practice had some recruitment procedures in place however these were not robust enough as not all staff had been appropriately vetted before starting work.
The practice had a number of systems in place to monitor the quality of the service provided, including facilitating a patient participation group.