Netherley Health Centre

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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 statements under this key question. This is the first rated assessment of this service since the provider took over the contract. We rated this key question as good.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We saw numerous examples of positive feedback from people who used the service with regards to the care and treatment provided. However, the practice received lower than average scores for patient satisfaction in the national GP Patient Survey for questions relating to this key question. For example, 69% of respondents (national 85%) stated that during their last appointment, the healthcare professional was ‘very good’ or ‘fairly good’ at treating them with care and concern. The provider shared an action plan with us demonstrating the actions taken or planned to improve patient satisfaction in response to patient feedback including the national GP Patient Survey.

The provider shared feedback with us that they had received through the NHS Friends and Family test over a period of 6 months and this showed that patients were positive overall about the care and concern shown by members of the clinical and non- clinical team. Staff were described as polite, understanding, professional and helpful.

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. Patients’ 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 the provider demonstrated the systems in place to ensure the individual communication needs of patients were known and accommodated.

Staff we spoke with or received feedback from demonstrated a caring and patient centred approach to their work and we saw many examples of positive feedback from people who used the service about the caring nature of members of the team when having received care and treatment. We also noted some mixed feedback from people who used the service with regards to how they were treated by members of the team, but the vast majority was positive, particularly in relation to staff being understanding and listening.

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

The percentage of respondents to the national GP Patient Survey who stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment was 76% (national 91%). The provider shared an action plan with us demonstrating the actions taken or planned to improve patient satisfaction in response to patient feedback including the national GP patient survey.

Patient feedback shared via the NHS Friends and Family test showed largely positive feedback about people’s involvement in decisions about care and treatment, with patients referring to feeling listened to and being informed.

There was a system for triage of patients requiring an appointment that was aimed to ensure that 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.

People’s medicines were altered to meet their changing needs.

The provider had systems in place to promote the wellbeing of staff. This included providing the necessary resources and facilities for safe working, training and professional development. However, we received mixed feedback from staff regarding wellbeing, feeling listened to, and having confidence that the provider took action in response to issues raised. Staff did not always feel their welfare was being well supported at this practice.