The Manor Park Practice

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that the service’s leadership, management and governance assured high-quality, person-centred care and promoted an open and fair culture. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a shared vision, strategy and culture which was kept under review. This was based on transparency, equity, equality, human rights, diversity, inclusion and engagement.

Staff and leaders understood the challenges and the needs of people, and their communities and they demonstrated a positive and compassionate listening culture that focused on learning and development.

The practice appraisal process was aligned to its values of teamwork, respect, compassion, accountability, professionalism and patient-centred care and included proactive means of identifying and addressing any issues of harassment or bullying at work.

All staff we spoke to told us leaders were approachable and took the time to listen, they were supportive of and supported by the leadership and management team, the culture and direction of the service, and each other.

The practice team listened and responded to people’s feedback transparently, including through a “you said we did” board in the reception area. Staff and the practice Patient Participation Group (PPG) met regularly. PPG members told us that suggestions for improvement were heard by the practice and implemented, such as making improvements to communication arrangements with patients and to the premises.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service had clear governance, accountability and oversight arrangements to support the delivery of safe, effective and sustainable care. Staff understood their roles and responsibilities, and leaders used performance, risk and outcome information to monitor and improve the service.

Workforce planning was effective, with appropriate staffing levels, rota management, recruitment and retention processes and support for staff development and progression. Policies, procedures and staff records were up to date, well organised and accessible to staff.

There were effective systems for identifying, recording and managing risks, including clinical, operational, safety and business continuity risks. Leaders supported staff through regular meetings, appraisals and performance reviews, and emerging risks and service improvements were discussed, monitored and followed up.

Information governance arrangements were effective. Staff understood their responsibilities regarding confidentiality and information security, and the service complied with data protection requirements. Appropriate arrangements were in place to ensure information submissions to external agencies were completed where needed.

Leaders monitored performance and took action to drive improvement where needed. This included reviewing clinical outcomes and premises and access arrangements. The provider had established good governance processes in relation to the quality statements we reviewed during this assessment.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.