Archived: Eltham Palace 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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At the last inspection we rated this key question as Requires Improvement. At this inspection the rating has remained the same.

Patient feedback referred to an efficient and friendly service with excellent support from the clinical team. Some patients reported poor communication and felt their concerns were not always listened to. Staff told us they did not always feel comfortable raising concerns with all members of the leadership team.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The National GP Patient Survey 2024 results for Eltham Palace Surgery showed patient satisfaction (with 3 of the 4 indicators relating to kindness, compassion and dignity) was below national averages. Patients were asked of their most recent appointment: how good was the healthcare professional at listening to you; how good was the healthcare professional at treating you with care and concern; and overall how would you describe your experience of your GP practice. Patients were also asked if they had confidence and trust in the healthcare professional they saw; satisfaction with this indicator was in line with the national average.

There were 67 reviews on the NHS website, 13 of which gave 1 or 2 stars, 6 reviews gave 3 stars and 47 gave 4 or 5 stars. One review did not give a rating; feedback in this review expressed difficulty with accessing home visits. Positive comments referred to understanding and caring staff, excellent support from the clinical team and an efficient and friendly service. Negative comments referred to not feeling listened to, poor communication and not feeling as though concerns were adequately addressed.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff raised concerns directly with CQC and with the practice regarding the leadership at the practice. A number of staff told us they did not feel comfortable raising concerns with all members of the leadership team. We reviewed staff records, including exit interviews and letters of resignation, citing these concerns as contributing factors to staff leaving their roles at the practice. It was unclear what action had been taken by the leadership team to resolve these issues. There were concerns that without appropriate intervention by the provider, there would be high turnover of staff in all roles. Staff had expressed concerns regarding workload, and the need to recruit more staff to support current roles.