Dr Berni

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

The provider encouraged and valued feedback from people who used the service. Feedback that we have reviewed, showed that people's overall experience of the service was positive. The results of the national GP patient survey were in line with local and nation average scores for patient satisfaction. The results showed that people generally felt positive about their overall experience of the service; people felt listened to, treated with care and concern, were involved in decisions about their care and treatment, and had confidence and trust in the healthcare professionals they had seen.

The practice had a newly established Patient participation group (PPG) who they consulted with when changes were being made. Plans were in place to increase the membership of this group going forward to ensure a wider view from the patient population was gathered.

Patient feedback in the NHS Friends and Family Test was largely positive with in excess of 90% of people reporting that they had a good or very good experience of the service and would recommend the practice. People's comments were highly positive overall and included comments that indicated that staff; listened, were helpful and understanding, provided clear explanations, were efficient, professional, thorough in their consultation, empathetic, and referred patients on for further tests and investigation in a timely manner.

The provider received low numbers of written complaints and both verbal and written complaints were investigated, responded to and used to drive improvement. People were given the opportunity to provide feedback to CQC via a link on the provider’s website. We received only one response and this was very positive with comments including that the service was; ‘excellent’, ‘very well run’, had ‘efficient staff’ and that the patient felt listened to and supported and had experienced a timely referral, timely follow up and good aftercare.