Enter and view: Probus Surgical Centre
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Healthwatch Cornwall carried out an Enter and View visit to Probus Surgical Centre to gather feedback from patients and staff and assess patients' experiences of the service. The centre provides NHS surgical services and has been rated "Outstanding" by the Care Quality Commission since 2017, with all inspected domains rated either "Good" or "Outstanding".
Overall, Healthwatch found that patients had highly positive experiences of care at the centre. Staff interactions were observed to be respectful, compassionate and patient-centred, with patients receiving support appropriate to their individual needs. The environment was clean, well organised and accessible, with clear information displays, refreshments available in the recovery area and facilities that supported patients with reduced mobility.
Patients consistently described staff as kind, professional and reassuring. Many reported feeling well informed throughout their treatment and valued the friendly atmosphere. Patients stated that they felt listened to and cared for, and several commented positively on the speed of treatment and quality of communication from staff.
Feedback about waiting times was particularly positive. Patients reported being seen promptly and appreciated the efficiency of the service. The centre's location was also viewed favourably by many patients, who valued having access to treatment closer to home rather than travelling further afield.
Staff feedback was equally positive. Employees described a supportive workplace culture, good teamwork and strong leadership. Staff said they felt valued and able to provide high-quality care, and they demonstrated a commitment to maintaining positive patient experiences.
During the visit, Healthwatch identified one immediate concern relating to medication security. In the recovery area, a refrigerated medication storage unit was locked but the key had been left in the lock while the area was unattended for short periods. This issue was raised with management during the visit, and assurances were provided that corrective action would be taken.
Healthwatch made four recommendations. These included continuing to strengthen workforce planning and resilience, reviewing processes relating to medicines management, ensuring patients receive clear information about procedures and recovery, and maintaining oversight of staffing arrangements to support the continued delivery of high-quality care.
In its response, Probus Surgical Centre welcomed the report and agreed with the recommendations. The provider outlined existing measures to support staff wellbeing, governance and patient safety, and confirmed that action had been taken regarding the medication cupboard key. The centre stated that it remains committed to continuous improvement, maintaining high standards of patient care and ensuring positive experiences for both patients and staff.