Nettlebed 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

The service involved people and treated them with compassion, kindness, dignity and respect.

This key question has been rated as good.

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. For example, 97% of patients had confidence and trust in the healthcare professional they last saw or spoke to during their last general practice appointment compared to the local average of 94% and National result of 93%.

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

Patient communication needs were met to enable them to be fully involved in their care. National GP Patient Survey data reflected that patients felt involved in decisions about their care. For example, 96% of the respondents stated they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was above the local average of 92% and national average of 91%.

Also, 97% of the respondents suggested the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. This was also above the local average of 88% and national average of 87%.

The practice identified patients who were carers and offered them health checks and support in accessing their care. The practice currently has 211 carers on its register, approximately 5% of the patient population. Carer support information was available.

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

The recent patient survey results suggested that 96% of the respondents felt their needs were met during their last general practice appointment.

There was a system for appointment prioritisation which allocated patients to the appropriate appointment. Patient services staff were trained and had guidance on how to allocate patients to the correct appointment.

The recent patient survey results indicated that 85% of the respondents suggested that the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment. This was above the local average and national average of 74%.

The service had experienced a significant loss of staff and was going through a period of change in the staffing group. There was pressure on the remaining staff to maintain the standard of services required for patients. The staff were dedicated to their roles and the practice.

Staff had access to a freedom to speak up guardian and knew how to access them. There were internal and external guardians to support staff reporting a concern.

Staff told us there was communication between staff groups and individuals in the practice, although some informed us that greater formal communication would enable greater ability to share priorities and concerns.