Croft Hall Medical Practice

On this page

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

We have rated the practice as Requires improvement for providing caring services because:

Information from the national GP survey indicated that people were treated with kindness and compassion when they attended for appointments. However, the practice had not carried out any surveys on people’s experience of the service provided and the wellbeing of staff was not always a priority.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Chaperone notices were displayed in consulting rooms and the waiting area. Arrangements could be made for people to speak with a receptionist or member of staff in private, away from the reception desks.

Consultations were held in private with doors closed and there were areas in consulting rooms that could be curtained off to enable more privacy. During the site visit we saw staff treating people with kindness and respect. Consulting rooms were closed during appointments to promote privacy and clinic rooms had lockable doors and privacy curtains.

Information from the national GP patient survey for the period 1/1/2024 to 31/3/2024 showed:

• 70.1% of people responded positively to the overall experience of their GP practice, against the expected figure of 73.9%
• 87.1% of people considered the healthcare professional was very good or fairly good at listening to them, against the expected figure of 86.%.
• 85.8% of people considered that the healthcare professional was very good or fairly good at treating them with care and concern, against the expected figure of 85.3%.
• 89.7% of people had confidence and trust in the healthcare professional they saw or spoke to, against the expected figure of 92.3%.

We did not receive any direct feedback from people who use the service. The provider had not carried out any patient surveys to find out what people’s views were.

Information from the national GP patient survey for the period 1/1/2024 to 31/3/2024 showed:

• 87.1% of people stated they were involved as much as they wanted to be indecisions about their care and treatment, against the expected figure of 90.9%.

We did not receive any direct feedback from people who use the service. The provider had not carried out any patient surveys to find out what people’s views were.

We did not receive any direct feedback from people who use the service. The provider had not carried out any patient surveys to find out what people’s views were.

We did not receive any direct feedback from people who use the service. The provider had not carried out any patient surveys to find out what people’s views were.

Staff were not always offered an appraisal or one to one and the service was unable to show evidence of staff meetings taking place. There was no evidence of staff survey’s being conducted to provide an opportunity for staff to voice concerns or share ideas. Policy shared with us around staff induction was missing guidance on organisations which could support staff following a recent review. There was no evidence that supported staff wellbeing or career development.