People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run

Reason(s) for Improvement Notice:

1. Patient Participation Group was not used effectively

  • PPG Group set up in June 2012
  • No record of minutes of meetings since initial set up
  • PPG has not been consulted about the annual patient survey
  • Provider confirmed that no meetings held with PPG
  • Change of practice email address not communicated to PPG group
  • Emails sent by PPG members to old address remained unanswered

2. People's privacy and dignity were not respected

Interviewing patients on the day of the inspection confirmed that:

  • Patient’s medication requirements, etc. were discussed at reception
  • On occasion staff did not knock before entering the room during a consultation

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Primary Care Networks (PCNs)

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