We found that the reception area had implemented a ‘number selection system’ where patients took a ticket and were called to the reception desk by their chosen number. This ensured that patients could discuss any particular confidential issues in a more private environment when the service was less busy.

We observed that the waiting area seating had been repositioned facing away from the reception to allow for more a private arrangement. We observed staff promoting the use of the new number system and treating patients with dignity and respect.

People we spoke with told us, “It’s not very confidential on the reception as there are different sections working in the same area and other patients are waiting to be seen too. I feel my privacy is compromised and there seems to be questions that seem irrelevant in relation to my care for example if I am married or not."

We looked at records of patients that were transferred to another service or an acute hospital. We saw examples of referrals that included the relevant patient information required for example; accident and emergency, dermatology clinics, ear nose and throat clinic and GPs.

We carried out a tour of the building and found there was a suitable and safe area for patients to wait for their appointment. The health centre was grouped within other providers of services for example there was a public restaurant on site for patients to obtain light refreshments.

Staff we spoke with told us, “We have a system in place so the reception can ‘triage’ patients that present themselves in the reception. This allows the nurses to prioritise cases as to the nature of their ‘injury’ as required.”

The provider took account of complaints and comments to improve the service. Compliments were also captured on comments cards that were displayed in the waiting area for patients to complete.

We found records to be up to date, secure and accurate which ensured they were protected from inadvertent disclosure and reflected appropriate patient care.

We spoke with people waiting to see the minor injuries unit and other clinics and asked about their experiences. Two people were not too happy waiting but both acknowledged the local service rather than travel to a hospital and neither said they had ever waited “too long” to be seen. One person felt the reception counter was not up to their expectation regarding privacy.

One person commented on the fabric of the building as being “past its sell by date” and felt it “a matter of local pride” that a new health centre had been built nearby and hoped “it is a better place for the staff.”

Overall, we spoke with seven people and all felt comfortable with the service they received, happy with the outcomes and were all complimentary about the attitude of staff and explanations of the treatment they received.