We spoke with a GP partner, the practice nurse, the assistant practitioner, the receptionists and the practice managers. We also spoke with five people who used the service and the chair of the practice's patient participation group. The patients we spoke with said they were happy with the service. One patient said, "they know what they're talking about." Another patient told us about their positive experience of the referral process and also said, "the whole team is great. They don't rush you." Patients told us the staff were friendly and respected people's privacy. The practice had recently moved into a purpose built building which staff and patients liked. The environment was clean. There were appropriate arrangements in place to handle emergencies.
Staff received support for professional development. Staff told us they were well supported by their managers and the GP partners. We were told that the practice manager and doctors were approachable and always happy to discuss any issues.
The practice had a range of quality monitoring systems in place. The practice regularly asked patients for their views about the service and effectively involved the patient participation group. The practice team conducted audit and used performance data, incidents, comments and complaints to improve the quality and safety of care.