During an assessment under our new approach
Date of Assessment: 18 March 2025 to 20 March 2025. Rock Healthcare Limited is a GP practice located at 1st Floor, Moorgate Healthcare Centre in Bury and delivers service to around 8,000 patients under a contract held with NHS England. There is a branch site at 2nd Floor Radcliffe Primary Care Centre and delivers services to around 2,000 patients. Information published by Office for Health Improvement and Disparities that shows deprivation within the practice population group is in the 3 decile (3 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
SAFE: The service had a good learning culture overall and staff were able to raise concerns. The concerns would be listened to by managers and if necessary, they would be investigated further and outcomes and feedback would be shared with all staff. There was a no blame culture, this helped to keep service users safe. Managers investigated incidents thoroughly and shared learning through monthly meetings with all staff. People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean, well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Medicines were mostly well managed. Some shortfalls were identified. Staff completed mandatory training and records were provided to show evidence of this.
EFFECTIVE: People were involved in the assessments of their needs, these were reviewed by staff considering individuals communication, personal and health needs. Care was mostly based on latest evidence and good practice Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Where individuals did not have capacity staff ensured that people supporting them had all of the information needed to help make appropriate decisions for them. Staff were able to provide information to people on best ways to make good decisions when considering lifestyle choices.
CARING: Staff were friendly, approachable and supportive to all individuals either face to face or on the phone. Staff made sure that people felt at ease whilst in the practice. Staff made appropriate subtle changes to room layouts to help support younger patients, they talked to patients in a language that could be understood by the person receiving the information avoiding the use of jargon. The staff treated people with kindness, compassion and protected individual privacy and dignity. They supported their individual preferences and ensured that they had choice in their care and treatment. The service supported staff wellbeing.
RESPONSIVE: People were involved in decisions about their care. The service provided information people could understand. Information leaflets were available in different languages. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not to receive care.
WELL-LED: We witnessed a culture of continuous improvement at the practice and staff were given the right amount of time and resources to try new ideas. There was a shared vision between leaders and staff based on open culture around listening, learning and trust. The leaders were approachable, knowledgeable and supportive, helping staff develop in their roles. Staff felt enabled to give feedback and were treated equally, free from bullying or harassment. Learning from events was shared and there was a no blame culture which helped staff feel able to speak up. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.