Archived: St Lawrence Medical Practice

Following information received regarding the way in which the practice dealt with complaints and compliments, we reviewed the processes they used at the practice to process and manage them.

We found there was a clear and accessible complaints policy and procedure. Complaints were investigated and responded to in line with the practice procedure. Complaints were reviewed and all complaints were discussed at the weekly partners meetings and any lessons learned shared with practice staff.

We returned to inspect the service on 10 April 2014 and found some of the procedures outlined in the provider's action plan had been completed. However infection control procedures continued to be inadequate.

We saw that procedures around staff induction, appraisal and training had been put in place and were evidenced in staff records.

We looked at a number of people's electronic records. The service sought people's consent before any treatment was provided. People told us that their treatment was clearly explained to them and they were able to ask questions and make choices about their treatment or medication. This enabled people to make informed decisions regarding their care.

Information was clearly displayed for people, including health promotion, access to support services and information about the practice and the services provided.

The service did not have adequate processes in place to ensure good infection control. Areas for improvement included procedures, staff training and the replacement of soiled furnishings.

During our inspection we saw from the records we looked at that staff had received some training and appraisals.

Although there were complaints procedures in place, there were no systems in place that ensured a full record of complaints was audited or showed how these were managed.