Baddeley Green Surgery

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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

There were 136 registered patients who had identified themselves as carers at the practice. The Lead GP contacted all bereaved patients, offered condolences and opportunities for appointments and further support. The social prescriber signposted bereaved patients to local and national bereavement support depending on the type of loss experienced.

The National GP Survey results 2024, found 97% of the survey respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment, compared with local ICB, 86% and national average: 85%. With 96% of respondents finding the reception and administrative team helpful. These were above the Integrated Care System (ICS) and National averages.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The National GP Survey results 2024, found 95% of the survey respondents said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment.

Staff helped patients and their carers to access advocacy and community-based services.

The National GP Survey results 2024, found 99% of the survey respondents had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment. 99% of the survey respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. 98% of the survey respondents knew what the next step would be within two days of contacting the practice. These National GP Survey results 2024, were above the Integrated Care System (ICS) and National averages.

Reception staff had completed care navigation training in order to support and ensure people with immediate needs had access to services. We fed back to the provider that we found the guidance in place to prompt and support non-clinical staff lacked detail which the provider actioned following the onsite inspection. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The National GP Survey results 2024, found 97% of the survey respondents felt their needs were met during their last appointment. 95% of the survey respondents described their overall experience of the practice as good when compared with the ICS result of, 76% and National result of, 74%. These National GP Survey results 2024, were above the Integrated Care System (ICS) and National averages.

Staff told us they were valued by the practice manager, the Lead GP, and the leadership team. They had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff provided an example that lunch was provided by the lead GP at times.

According to the staff feedback the Care Quality Commission received the individual and group meetings where staff were thanked, this helped them feel like valued members of the team.

Staff reported there were times when there was a lack of recognition of each other’s roles and responsibilities, rather than a whole team approach. Staff noted a backlog in their own work whilst providing cover for colleagues on sick leave or supporting new staff. The leadership team, following this feedback implemented a risk register of any outstanding tasks as a standard monthly practice meeting agenda item. This would inform on the progress made.

Flexibility was provided when staff had personal life impacts, with staff reporting being supported if they were struggling at work. Staff appraisals were completed together with opportunities for further development and training.