This was Woodbury Surgery's first inspection since registering with the Care Quality Commission. During our visit to the surgery we spoke with the practice manager, four patients and two carers, two of the four GPs, the Friends of Woodbury co-ordinator and a volunteer, receptionists, a practice nurse and the dispensary manager. Patients expressed satisfaction with the service they had received. They said that the receptionists were polite and helpful. They told us they could see a doctor of their preference. One patient said "The surgery is brilliant and the receptionists are very good. The doctors try hard to understand our particular needs.' And another said 'It's a very family orientated practice. The GPs are mainly part time but they all work as one. I rang up and said 'it's me!' and they knew exactly who I was'. One patient had moved from another surgery and their carer said 'The other surgery didn't understand our situation but this one is brilliant, I'm so relieved that my relative will be well looked after and I will be involved'.
They told us they had a good service when they telephoned for an appointment and were given a slot at a convenient time. One patient said 'The doctor even rang me at home to see how I was doing, certainly nothing to complain about'.
Patients were referred to other healthcare services when required. The provider maintained detailed consultation notes in order to ensure patients received appropriate care and treatment that met their needs in a timely way. We saw how the practice maintained excellent communication between each other and all patients we spoke to said how well the practice met their needs regardless of whoever they were seen by.
People's privacy, dignity and independence were respected. People's views andexperiences were taken into account in the way the service was provided and delivered in relation to their care. People who used the service told us that the GPs explained treatment options and they felt involved and able to make informed choices. Records reflected this. One patient said "The doctor and I discussed my options. It's wonderful, we can make any suggestions, they listen and I have nothing but praise and thanks'.
Staff were clear about what action they would take if they saw or suspected any bad practice or abuse. Staff had been given information and received formal training in this area and we were given examples of how the local reporting process had been used and information shared appropriately.
There were effective systems in place to monitor the quality of the service provided and patients felt able to give feedback about the service they received which was listened to and acted upon.