We found before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. People were protected from the risk of infection because appropriate guidance had been followed. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. There was an effective complaints system available and comments and complaints people made were responded to appropriately and people experienced care, treatment and support that met their needs and protected their rights.

As we were unable to speak to people who used the service we looked at patient feedback to the practice. It was noted the manager collected short three question patient feedback cards on a daily basis and produced reports on their comments weekly. These were displayed in the reception area. These comments were supported by an annual patient survey. We looked at the results of the survey conducted in November 2012. They showed the responses to all six questions rated either excellent or satisfactory. The excellent responses were all in the 80 to 85% bracket. One person had commented "excellent customer service."