Latest Snippet(s)
Positive
"They also told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."
Positive
"Patients told us they felt the staff respected their privacy and dignity and the GPs nursing reception and the management teams were all very approachable and supportive."
Positive
"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."
2014-12-15 Snippet(s)
Positive
"This was despite the efforts of the staff members who clearly made every effort to speak quietly and discreetly and a prominent sign asking people to respect privacy of other patients."
Positive
"Patients’ privacy was respected and a sign was displayed asking patients to respect the privacy of others."
Positive
"A chaperone is a person who might be present during a consultation when an intimate examination is taking place to ensure that patients’ rights to privacy are protected."
Latest Snippet(s)
Positive
"• There was an effective system in place for reporting and recording significant events • Lessons were shared to make sure action was taken to improve safety in the practice."
Positive
"The practice had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella legionella is a term for a particular bacterium which can contaminate water systems in buildings."
Positive
"The practice had recently been awarded the certificate of achievement for commitment to workplace health safety and welfare by a business consultancy company."
Positive
"The practice had systems in place for knowing about notifiable safety incidents and ensured this information was shared with staff to ensure appropriate action was taken • There was a high level of constructive engagement with staff and a high level of patient and staff satisfaction."
Positive
"• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events."
Positive
"Lessons were shared to make sure action was taken to improve safety in the practice."
Positive
"When there were unintended or unexpected safety incidents patients received reasonable support and a verbal and written apology and were told about any actions to improve processes to prevent the same thing happening again."
Positive
"• When there were unintended or unexpected safety incidents patients received reasonable support and verbal and written apology."
Positive
"We reviewed safety records incident reports national patient safety alerts and minutes of meetings where these were discussed."
Positive
"There was a health and safety policy available with a poster in the reception office which identified local health and safety representatives."
Positive
"The practice had systems in place for knowing about notifiable safety incidents When there were unexpected or unintended safety incidents: • The practice gave affected people reasonable support truthful information and a verbal and written apology Are services wellled?"
Neutral
"It covered topics such as safeguarding infection prevention and control fire safety health and safety and confidentiality."
2014-12-15 Snippet(s)
Positive
"Reliable safety systems and processes including safeguarding We saw that the practice had comprehensive and clear safeguarding policies and procedures based on national and local authority guidance."
Positive
"Learning and improvement from safety incidents The practice had a system in place for reporting recording monitoring and learning from significant events a process known as significant event analysis SEA."
Positive
"We also noted that safety alerts were received by the practice manager and disseminated to all of the clinicians."
Positive
"Monitoring safety and responding to risk The practice maintained appropriate medicines and equipment for use in an emergency."
Neutral
"Patients were protected from the risks arising from the use of unsafe equipment because equipment was regularly reviewed and tested for electrical safety as well as for operational effectiveness."
Neutral
"Other issues relevant to the running and development of the practice were also discussed such as significant events safety alerts complaints and clinical audits."
Latest Snippet(s)
Positive
"• Staff knew how to recognise signs of abuse in vulnerable adults and children."
Neutral
"• The practice worked closely with community midwives mental health link workers substance abuse and alcohol support workers and diabetic specialist nurses and promoted provision of these services from the surgery premises where possible."
2014-12-15 Snippet(s)
Positive
"Staff we spoke with could correctly identify the different types of abuse that affected both children and vulnerable adults."
Latest Snippet(s)
Positive
"The practice had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella legionella is a term for a particular bacterium which can contaminate water systems in buildings."
Positive
"The nurse practitioner was the infection control clinical lead who liaised with the local infection prevention teams to keep up to date with best practice."
Neutral
"There was an infection control protocol in place and staff had received up to date training."
Neutral
"Annual infection control audits were undertaken and we saw evidence that action was taken to address any improvements identified as a result."
2014-12-15 Snippet(s)
Positive
"The practice had an identified member of staff with lead responsibility for infection control and we saw that there was a clear policy supported by comprehensive procedures."
Positive
"Cleanliness and infection control Suitable arrangements were in place that ensured the practice was cleaned to the specification set out in the Department of Health DH guidance for cleanliness in primary medical care."
Neutral
"Staff told us they undertook annual infection control training and we verified this through training records and information held by the practice manager."
Latest Snippet(s)
Neutral
"The practice also worked with the CCG medicines management team and together undertook regular medicine and oral nutrition reviews for patients at the nursing and residential homes."
Latest Snippet(s)
Positive
"• The practice held monthly meetings to discuss vulnerable or at risk children where the school nurse health visitor and nursery nurse were invited."
Positive
"The practice held monthly meetings to discuss vulnerable or at risk children where the school nurse health visitor and nursery nurse were invited."
Neutral
"• The health visitor and nursery nurses were based at the children’s centre in the village and worked with the practice."
Neutral
"The health visitor and nursery nurses were based at the children’s centre in the village and worked with the practice."
Latest Snippet(s)
Positive
"Staff told us that translation services were available for patients who did not have English as a first language this included access to British sign language services which provided hands on signing for those patients with limited Are services caring?"
2014-12-15 Snippet(s)
Positive
"This was despite the efforts of the staff members who clearly made every effort to speak quietly and discreetly and a prominent sign asking people to respect privacy of other patients."
Positive
"Patients’ privacy was respected and a sign was displayed asking patients to respect the privacy of others."
Latest Snippet(s)
Positive
"Patients said they felt the practice offered an excellent service and staff were helpful caring and treated them with dignity and respect."
Positive
"Staff including nurses and GPs received specific praise for their professionalism kindness support and care."
Positive
"• Patients said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."
Positive
"• Patients said they were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."
Positive
"They also told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."
Positive
"Patients told us they felt the staff respected their privacy and dignity and the GPs nursing reception and the management teams were all very approachable and supportive."
Positive
"• We saw staff treated patients with kindness and respect and maintained patient and information confidentiality."
Positive
"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."
2014-12-15 Snippet(s)
Positive
"The overwhelming majority of comments were positive with patients telling us they were satisfied with the standards of care the skill compassion and efficiency of the staff and the comfort and cleanliness of the environment."
Positive
"Patients were treated with dignity respect compassion and were involved in making decisions about their care and treatment."
Positive
"Patients told us that they were treated with kindness respect and dignity by all the staff at the practice."
Positive
"Some of the cards referred to GPs and staff by name singling out individual examples of kindness care and compassion."
Positive
"We observed a number of interactions between staff and patients where people were consistently treated with respect compassion and dignity both in person and on the telephone."
Positive
"This was despite the efforts of the staff members who clearly made every effort to speak quietly and discreetly and a prominent sign asking people to respect privacy of other patients."
Positive
"Patients’ privacy was respected and a sign was displayed asking patients to respect the privacy of others."
Positive
"Before employment commenced personal and professional references were obtained including criminal records checks in respect of all staff whose role involved contact with patients."
Latest Snippet(s)
Positive
"Information about how to make a complaint was also displayed on the wall in the waiting area."
Positive
"A summary of each complaint included details of the investigation the person responsible for the investigation whether or not the complaint was upheld and the actions and responses made."
2014-12-15 Snippet(s)
Positive
"Information provided to patients about the length of time they would have to wait for repeat prescriptions to be processed had been modified as a result of one such complaint for instance."
Latest Snippet(s)
Positive
"• There was an overarching governance framework which supported the delivery of the strategy and good quality care."
Positive
"Governance arrangements The practice had an overarching governance framework which supported the delivery of the strategy and good quality care."
Neutral
"The practice had a number of policies and procedures to govern activity and held regular governance meetings."
Neutral
"• Staff received training that included: safeguarding information governance awareness fire procedures and basic life support."
2014-12-15 Snippet(s)
Positive
"Systems to monitor and improve quality and improvement The practice held weekly governance meetings involving the GPs and the practice management team during which decisions were made about clinical issues."
Positive
"As well as having robust strategic governance in place the practice also had clear systems and processes that enabled it to operate effectively."
Positive
"There were effective governance arrangements in place with clear lines of accountability."
Positive
"All staff had received training in information governance and we found they had a rigorous and knowledgeable approach to safeguarding people s personal information."
Positive
"Governance arrangements We found that there were effective governance arrangements in place and that staff were aware of their own roles and responsibilities."
Latest Snippet(s)
Positive
"• Clinical audits were carried out to demonstrate quality improvement and all relevant staff were involved to improve care and treatment and people’s outcomes."
Positive
"Records showed that regular clinical and nonclinical meetings and audits were carried out as part of their quality improvement process to improve the service and patient care."
Latest Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2014-12-15 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
Latest Snippet(s)
Positive
"• The practice worked closely with multidisciplinary teams to improve the quality of service provided to vulnerable and palliative care patients."