We spoke with people who used the service. They told us they were happy with the service they received. One person told us: 'I think what they're doing is very good. They're absolutely wonderful.'The practice had single consultation rooms and offered a chaperone service to promote people's privacy and dignity. The practice regularly used interpreter services for people who did not speak English. Staff showed an awareness of the cultural and religious values and beliefs of people using the service and how this may affect the care and support they require.
People told us they felt that staff listened to their concerns and involved them in decisions about their treatment: 'They listen to you, they're not dismissive. They always look back over your medical history as well' and 'I must say they explain everything, every option possible.'
The practice maintained detailed consultation notes in order to ensure people received appropriate care and treatment that met their needs.
The practice followed local authority procedures for safeguarding vulnerable adults and child protection. Staff were able to identify the possible signs that abuse may be occurring.
Significant events were reviewed and investigated to avoid recurrence. The practice participated in quality and outcomes systems in order to monitor and assess the quality of the service they provided.
Appropriate pre-employment checks were carried out for new staff.