On the day of our inspection we spoke with seven patients, one doctor and three members of staff. Two of the patients were members of the patient participation group (PPG)Five patients were satisfied with the appointment system and when necessary were given an appointment on the same day. Two patients told us they found it difficult to get through to the surgery by telephone early in the morning. One patient who was also a member of the PPG said: 'This is one of things we are discussing and trying to find a solution to.' All patients we spoke with said reception staff were always friendly and helpful. One patient told us: 'I can't fault the staff. The receptionists are very friendly'
We saw that patients' views and experiences were taken into account in the way the service was provided and that they were treated with dignity and respect. When patients received care or treatment they were asked for their consent and their wishes were listened to.
The practice is located on two floors and there is sufficient ground floor space for those who are disabled. The practice also has a lift to the first floor.
We found the practice to be clean and well organised. Processes were in place to minimise the risk of infection. There were also processes in place for monitoring the quality of service provision. There was an established system for regularly obtaining opinions from patients about the standard of the service they received.
There was a complaints procedure in place and although none of the patients we spoke with had needed to complain, they knew how to do so. One patient told us: 'If I had a complaint, I would write and also raise it with the PPG.'