During our visit to Marlborough Medical Practice we met and talked with patients, three GPs, the practice manager, five practice nurses, a healthcare assistant, practice dispensary staff and administration staff. The patients we met with were generally happy with the service they received. Comments we received from patients who were at the surgery when we visited included: "the practice is fine" and "I think it's really good." One patient said: "when they put their mind to it they do really have some great personal touches." Another patient said: "I would definitely recommend them. I feel heard when I come here."We found the practice respected the dignity, privacy and independence of people they looked after. People were able to make decisions about their treatment. They were treated with consideration and respect. Staff would respond appropriately to any allegation or suspicion of abuse of a vulnerable person, although training had not been sufficient in the area of vulnerable adults.
The medical staff made sure people were referred safely into the care of other health and social care professionals and care was coordinated. Staff were trained and supported to carry out their roles and responsibilities. The provider regularly assessed and monitored the service it provided to ensure it delivered safe quality care and treatment, although it needed to improve the way it worked with people to hear their views and experiences.