Neston Surgery

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed all quality statement from this key question. At our last assessment, we rated this key question as good. The rating remains good following this assessment.

The service involved people and treated them with compassion, kindness, dignity and respect. Staff we spoke with or received feedback from demonstrated a very caring and patient centred approach to their work. The practice received higher than average scores for patient satisfaction in the National GP patient survey for questions relating to this key question. Close to all respondents (99.5%) felt involved in decisions about their care and treatment. Patient feedback shared directly with CQC was highly positive in the vast majority of cases.

The provider made staff welfare and wellbeing a priority and staff felt very well supported in their roles.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Feedback from people who used the service was exceptionally positive for being treated with kindness, empathy and compassion. People’s privacy and dignity were also clearly respected. The experience of people who used the service as indicated in the National GP Patient survey showed that people felt listened to and were treated with care. For example, 93% of patients felt that during their last appointments the healthcare professional was very good or fairly good at treating them with care and concern.

Staff displayed understanding and a non-judgemental attitude towards people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

People who shared their experience of the service with CQC directly gave us very positive feedback about the staff team. One person told us ‘Staff could not have done any more for me’ and another told us staff were ‘Always willing to go the extra mile’. Another person told us ‘They are an excellent service, with excellent staff. l have had many dealings with them over the years they are wonderful, efficient and very professional’.

Feedback from a local stakeholder described clinicians as ‘highly professional and caring people, who listen to residents’ concerns and take the extra time to reassure them and guide them through these concerns’.

There were arrangements to ensure confidentiality in the reception area. For example, if people were distressed or wanted to speak to reception staff in confidence.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences.

Patients’ individual needs and equality characteristics were understood, and services were provided to meet these. Patient communication needs were identified and met to enable them to be fully involved in their care.

Staff had been provided with training in equal opportunities and staff we spoke with told us how they ensured the individual communication needs of patients were known and accommodated.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The result of the National GP patient survey showed that 99.5% of patients felt that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment.

Patient feedback shared directly with CQC was also highly positive about their involvement in decisions about care and treatment.

There was a system for triage of patients requiring an urgent appointment that ensured people with immediate needs had access to the service.

Members of the team had been provided with training in basic life support including the signs and symptoms of sepsis and warning signs and protocols were displayed in treatment rooms.

Patient feedback shared directly with CQC was highly positive about how the service responded to their immediate needs. For example, one person told us they had ‘used a pre-book able appoint to see a GP following a routine health check. The appointment was on time, the GP had a great approach, and we made a joint decision on actions’.

Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs.

Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet the needs of people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. This included providing the necessary resources and facilities for safe working, such as regular breaks and rest areas.

Staff were positive about working at the practice. They felt valued and supported by colleagues and leaders both professionally and personally.

Staff who we spoke with or received feedback from reported feeling very well supported in their role and felt that the provider listened to them, responded to their needs and considered their individual circumstances/support needs and supported flexible working when required.