Manor Field 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.

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

The practice gathered Friends and Family feedback which reflected high levels of patient satisfaction. Patients gave feedback directly to CQC via email and telephone. There was a technical fault with CQC’s digital feedback webform during the period leading up to, and during our assessment. Feedback from patients was mainly positive regarding the care they received from staff.

We observed reception staff respect patients’ privacy and dignity. Arrangements were in place to promote patients’ privacy. Staff across the practice demonstrated an understanding and non-judgmental attitude, they provided patients with timely, clear information about their care. Processes were in place to ensure confidentiality in the reception area; for example, distressed patients or those wanting a private space were offered a separate space to speak confidentially to staff.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

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 practice had developed leaflets in bespoke colours to assist patients who had learning difficulties.

The practice maintained an up-to-date register of carers so that targeted support could be offered.

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

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

Results from the latest National GP Patient survey showed that 91% of patients were involved as much as they wanted to be in decisions about their care and treatment. This was in-line with local and national averages.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service had recently brought in a total triage system. All patient requests were triaged by a clinician to ensure that people with immediate needs had access to services. The total triage worked alongside an AI (artificial intelligence) platform which worked to improve capacity. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. As part of the assessment the triage system was reviewed, patients were triaged promptly and actioned appropriately. For example, we observed how a patient was booked in for an emergency appointment for the same day.

Patients were also signposted to other areas of support such as social prescribers and the pharmacy first scheme.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The majority of staff told us they felt valued by leaders. Leaders 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 reported being supported if they were struggling at work. However, some staff informed us that communication at the practice could be improved. This was reflected in a recent staff wellbeing survey that the provider had carried out. As a result of the staff wellbeing survey an action plan had been created. This included monitoring the workload of staff following the recent implementation of the total triage system, creating a staff wellbeing information pack and ensuring continuation of regular staff meetings to ensure effective communication was a priority. The survey also showed that staff felt they were treated with professionalism and courtesy.