The Mockett's Wood Surgery Also known as The Partners T/A Mocketts Wood 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.

People told us they received kindness and patience from staff. They reported positively on the conduct of reception and administrative staff exceeding the local and national averages in the national GP patient survey for 2024. For example, 95% of the patients who responded to the survey stated their needs were met. This was above the local and national averages for patient satisfaction.

People were treated as individuals and staff made sure their care, support and treatment met their needs and preferences. For example, Staff told us how patients were asked when they registered with the practice and/or during consultations their preferred method of communication and if they require support. They considered peoples wider health, care and well-being needs and worked with partners to support them to access appropriate services.

Staff were aware of people’s faith and beliefs where appropriate and ensured systems were in place to support them to have their wishes fulfilled (for instance, during end of life care).

Respondents to the national GP patient survey for 2024 reported positivity on the service they received with 96% stating the healthcare professional was good at listening to them. This was above the local and national averages for patient satisfaction.

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

Respondents to the national GP patient survey for 2024 responded positivity on the service they received, with 93% of respondents stating they were involved as much as they wanted to be in decisions about their care and treatment. This was above the local and national averages for patient satisfaction.

People reported the practice to be accessible and receptive to their needs. There were established and effective systems and processes in place to ensure peoples clinical needs were responded to in a timely and consistent manner. We reviewed appointments made in person and those submitted via the online clinical triage system and found the patients received a timely response via both systems.

Staff told us they found the management team accessible and knowledgeable. This had a positive impact on the care they delivered to people.

People benefited from receiving care from staff who had opportunities to provide feedback and/or raise concerns. Where appropriate, the practice management team provided timely, considered and appropriate responses including implementing proposals.

Staff told us managers and colleagues were supportive when faced with unacceptable behaviour by patients.