We spoke with 12 patients; this included eight active members of the virtual Patient Participation Group (PPG), and with clinical and non-clinical staff.Patients were positive about the care and treatment they received at Northdown Surgery. One patient told us 'The doctor I see is nice.' Another patient said 'My doctor is lovely, I always get the treatment and reassurance that I need.' Patient told us that getting an appointment was not always easy. One patient told us 'It's not easy to get an appointment. You need to be on the phone at 8am on the dot and it's not guaranteed you will get through before all of the appointments have gone.'
Patients received care that ensured their safety and welfare. Patients were assessed and treated by a GP or nurse practitioner and prescribed any medication they needed. There were systems in place to deal with medical emergencies. All staff had received basic life support training and there were emergency medicines and equipment available which was fit for purpose.
The provider had systems in place to protect patients against the risk associated with medicines. We looked at how medicines at the practice were obtained, stored, administered, recorded, monitored and disposed of. We found this was being carried out correctly and in line with current regulations.
There were effective recruitment and selection processes of staff in place.
The provider had procedures in place for dealing with complaints, comments and suggestions.