Archived: Pendle - The GP Emergency Centre

We looked at records held at the main office and spoke with the management team, one member of staff, one Nurse Practitioner and one patient.

We observed staff responding to patients in a friendly and respectful manner. A patient told us they were happy with the treatment and advice they had received. They told us they had been given all the information they needed and had been told how long they would need to wait.

All staff were provided with a range of appropriate training. This meant patients were treated by skilled and knowledgeable staff.

There were effective systems in place to monitor the quality of the service provided and patients were asked to provide their views about their experience of the service. The information was used to improve the safety and operation of the service.

Patients were given the support they needed to make a comment or complaint. Records were clear and showed that patient's concerns or complaints had been responded to appropriately and the information was used to improve the service. We also saw a number of 'compliments' had been made about the service.