We spoke with two patients during our inspection visit and one patient over the telephone following it. All of the patients we spoke with were complimentary about the care that they received at The Oving Clinic. Patients told us that they were involved in decisions that were made about their care. They said that they understood the choices available to them because the doctor, physiotherapists and nurses at the practice took time to explain treatments to them.

One patient said, "They are first class, they got me in at short notice this morning and I know they will sort me out because they have done so in the past many times". Another patient said, "I feel confident walking in the door. They are caring and professional".

We found that the clinic provided clear information for patients to make informed choices about their care. We found that the clinic had clear procedures to ensure that patient's safety and welfare were protected.

We also found that staff had been trained to identify signs of abuse and understood the procedures to follow where they suspected abuse may have occurred. We found that the clinic was staffed adequately to meet the needs of patients using the service.

We found that the practice had procedures in place to respond appropriately to patient complaints.

The five people that we spoke with were all very positive about the treatment that they had received from the clinic.

One person said, “Just absolutely everything first class and very caring”.

Another person said, “Advice and information has been really good – they are very knowledgeable there”.

One person told us, “I am always confident that I’m going to feel better when I walk out than when I walked in”.

We did not on this occasion speak with people who were using the service. However the clinic had undertaken a customer satisfaction survey in June 2011 and it was noted that of the 20 people surveyed over 90% stated that they were very satisfied with the treatment they had received at the clinic and that their condition had improved.