We spoke with six people who used the service and they were mostly positive about the care and treatment they received. We also spoke with representatives of the practice's patient participation group and they too were complimentary about the service provided to patients. One person we spoke with said, 'I can't fault the practice either for myself or my children. My experience of the service has been very good and I recommended the practice to my parents who have been very impressed with their efficiency.' Another person told us, 'everybody here has stood by me from day one and they are like a second family to me.'People told us they felt involved in decisions about their care, were provided with clear information and understood the treatment and choices available.
Care was planned and delivered in way to ensure people's safety and welfare. We saw up to date plans that set out people's care and treatment needs, identified potential risks to their health and showed their agreement was sought in the care and treatment provided.
There were appropriate procedures in place to protect people from abuse and staff knew how to identify and report signs of abuse.
There were effective recruitment and selection processes in place and people were supported by, suitably qualified, skilled and experienced staff.
There were systems in place to monitor the quality of service provided. People who used the service gave feedback through patient surveys on service quality and delivery. The service had a patient participation group which provided support and advice to the practice on behalf of patients. The service had systems to manage and review incidents and complaints.