22 October 2013
During a routine inspection
Staff told us that they treated patients as individuals and involved them in their care and treatment. We found that patients were assessed by a member of staff (the streamer) when they first arrived who determined what action was needed by issuing a colour coded treatment card. People with more urgent conditions such as chest pain or signs and symptoms that a stroke had occurred, were taken straight to the Accident and Emergency Department.
The reception area did not always afford privacy. People in the queue could overhear what the patient in front of them was saying to the streamer. Information leaflets were available, however, these were all in English and therefore did not always cater for the diverse population served. However staff said they would use pictures and circle the relevant contact details contained within the leaflets.
Staff were aware of safeguarding procedures and told us about the safeguarding and whistle blowing policies. We saw evidence that staff regularly attended safeguarding training for both adults and children, and were up to date with mandatory training. There were procedures in place to monitor training and professional registration requirements for GP's.
There were effective measures in place to monitor the quality of care provided. We reviewed a satisfaction survey completed by 391 patients who attended the service between April 2012 and March 2013 and found that 85% were satisfied with the care they received.