We inspected Red Roofs Medical Practice after we received information from a former patient who had been dissatisfied with their medical care. They had complained and had been dissatisfied with the outcome of their complaints. We spoke with 17 patients during our inspection and reviewed a further two comment cards left for us. The patients we spoke with included women and men of different ages, ethnicities and levels of physical ability. They described the practice in very positive terms and told us they would recommend it to family and friends.
Patients told us they were treated with consideration and respect at the practice. They described reception staff as friendly and helpful. They told us the doctors and nurses were kind and communicative. They said they received care, treatment and support which met their health needs. A junior doctor at the practice confirmed that the care they had observed was of a high quality.
We found that the practice had an effective process for managing complaints. We saw evidence that the process was followed whenever a patient made a complaint. We found that staff took complaints seriously and sought to resolve issues with patients.
We saw that when the practice removed a patient from their list, they had done so because their relationship with the patient had broken down. We established that they had followed guidelines issued by the British Medical Association (BMA) in relation to this.