What is the Quality of Safety at Botesdale Health Centre

Positive

"• Patients were satisfied with the service and felt they were treated with dignity care and respect and involved in their care."

Positive

"All told us they were very satisfied with the care provided by the practice and said they were treated with compassion and their dignity and privacy was respected."

Positive

"The evidence from all these sources showed patients were highly satisfied with how they were treated and that this was with kindness dignity and respect."

Positive

"Patients we spoke with and those who had taken part in surveys said they were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."

Positive

"Practice staff were kind and caring and treated patients with dignity and respect."

Positive

"Patients told us they felt the staff respected their privacy and dignity and the GPs and nursing team were very approachable and supportive."

Positive

"Staff treated patients with kindness and compassion and treated information about them confidentially."

Positive

"They said staff treated them with dignity and respect."

Positive

"Disposable curtains were provided in consulting rooms and treatment rooms so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us if they had any concerns or observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Positive

"This report describes our judgement of the quality of care at this service."

Positive

"All told us they were very satisfied with the care provided by the practice and said they were treated with compassion and their dignity and privacy was respected."

Positive

"Patients told us they felt the staff respected their privacy and dignity and the GPs and nursing team were very approachable and supportive."

Positive

"Disposable curtains were provided in consulting rooms and treatment rooms so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us if they had any concerns or observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Neutral

"Staff and patients told us that all consultations and treatments were carried out in the privacy of a consulting room."

Positive

"Monitoring Safety & Responding to Risk There was a proactive approach to anticipating potential safety risks including changes in demand disruption to staffing or facilities or periodic incidents such as bad weather or illness."

Positive

"Learning and improvement from safety incidents The practice had systems in place for reporting recording and monitoring significant events."

Positive

"The manager showed us that there were effective arrangements in line with national and statutory guidance for reporting safety incidents."

Positive

"Health and safety information was displayed for staff to see and there as an identified health and safety representative."

Positive

"Some clinical audits were linked to national patient safety and medicines alerts where the number of patients affected by them was reviewed and changes in medicines made to improve the outcomes for them."

Positive

"There were processes in place to report and record safety incidents and learn from them."

Positive

"We saw the practice had learnt when things had gone wrong and put systems in place to improve safety and standards."

Positive

"Reliable safety systems and processes including safeguarding The practice had systems to manage and review risks to vulnerable children young people and adults."

Positive

"The practice also had a health and safety policy."

Positive

"The practice had robust arrangements for identifying recording and managing health and safety risks."

Positive

"Staff knew how to recognise signs of abuse in vulnerable adults and children."

Positive

"Staff knew how to recognise signs of abuse in older people vulnerable adults and children and were able to describe to us occasions when they had safeguarding concerns about a patient and the actions they had taken."

Positive

"All staff had been trained in safeguarding and were aware of the different types of abuse that could occur."

Positive

"Designated leads included infection control chronic disease management such as diabetes pharmacydispensing safeguarding complaint handling and health and safety."

Positive

"These included prescribing medicines risk assessments and infection control audits."

Positive

"For example there was a lead nurse for infection control and the senior partner was the lead for complaints."

Neutral

"The practice had a lead for infection control who had undertaken further training to enable them to provide advice on the practice infection control policy and carry out staff training."

Neutral

"There were infection control policies in place."

Neutral

"Policies included information governance infection control chaperones and safeguarding."

Positive

"The waiting area included various information which sign posted people to support available including citizen’s advice counselling and bereavement services."

Neutral

"Hand hygiene technique signage was displayed in staff and patient toilets."

Positive

"A staff handbook was available to all staff which included sections on equality and harassment and bullying at work."

Positive

"Tackle inequity and promote equality The practice had recognised the needs of different groups in the planning of its services."

Positive

"We saw records to show that performance had been consistent over time and where concerns had arisen for example with a prescribing error complaint or a safeguarding concern they had been addressed in a timely way."

Positive

"The policy explained how patients could make a complaint and included the timescales for acknowledgement and completion."

Positive

"Designated leads included infection control chronic disease management such as diabetes pharmacydispensing safeguarding complaint handling and health and safety."

Positive

"Those patients who told us they had raised a complaint with the practice told us they were happy with the way the practice had dealt with their concern and felt they had been listened to."

Neutral

"Policies included information governance infection control chaperones and safeguarding."