7 March 2014
During a routine inspection
Patients we spoke with told us they were happy with the service they received. Comments included: 'the current doctors are excellent. They're on the ball and they pay attention'; 'I definitely feel listened to'; 'Reception staff are fine'; 'Appointment systems have changed. I suppose it takes a bit of time to get used to new systems'. 'The staff are excellent. The receptionists and doctors are nice'.
People told us they were able to get an appointment when they needed one, but as it may be an emergency appointment it may not be with a doctor of their choice. Some people told us about the plans to merge with another service in the area and move locations. They told us 'I quite like the fact that they are small and friendly here. I am concerned that the practice may lose that with the proposed merger'.
The provider had systems in place to monitor the quality of the service. People that we spoke with confirmed they were asked for their views via a questionnaire. One person told us 'I have been asked for my views and completed a questionnaire about the care provided and the merger. Yes I am asked for my opinion'. This meant that patients were involved in service improvements and their comments were valued.
Nevil road has not had a registered manager in place since its registration with the Care Quality Commission in April 2013.