We inspected BARDOC ' Rochdale UCC during a Friday night. There was a receptionist on duty who was also able to take calls from patients. These calls were then triaged and a medical professional called the patient back to provide a consultation. We did not speak with any patients.BARDOC ' Rochdale UCC was based in Rochdale infirmary. It was accessible for people with mobility problems, and there was a security guard on duty at all times the centre was open.
During our inspection we observed call handlers speaking with patients. We heard they always asked if they were speaking with the patient and asked for the patient's consent, where possible, if they requested a third party to speak on their behalf. We heard call handlers ask for information about the patient's illness and condition, then inform the patient of what would happen next and when they could expect a medical professional to call them back. Call handlers explained that if the patient was assessed as being an emergency they were advised 999 should be called for an ambulance.
We saw the quality assurance audits carried out by managers of the service. These were done on a monthly basis and they monitored the quality of the service provided so improvements could be made if necessary.