Fleet Medical Centre

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that the practice’s leadership, management and governance assured high-quality, person-centred care and promoted an open and fair culture. At our last inspection, we rated this key question as good. At this inspection, the rating remains the same.

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.

Leaders recognised the importance of keeping the practice vision and values relevant and meaningful to staff. The existing mission statement was being reviewed, having originally been developed following the merger with another practice 3 years ago. Leaders planned to involve staff in refreshing the mission statement to ensure it continued to reflect the culture, values and aspirations of the whole practice team.

The service was aware of challenges which may affect their service. Staff and leaders actively promoted equality and diversity. They demonstrated a positive and compassionate listening culture that focused on learning and development.

All staff we spoke with told us they felt very supported by not only the GP partners and management but the practice team members as a whole. They told us they felt able to raise concerns and suggestions for improvement. Staff reported feeling listened to and described the team as supportive and cohesive. Feedback from staff was positive and demonstrated a strong sense of teamwork, mutual respect and shared purpose across the practice. They spoke highly of the practice and the support provided and consistently described a positive and happy working culture.

Staff consistently described a culture where they felt valued, supported and respected, reflecting a positive and supportive working environment. Leaders had taken steps to promote a positive culture, support staff wellbeing and engagement. This included providing dedicated outdoor spaces for staff at both the main site and branch surgery, supporting social activities through a social secretary and organising social events. Wellbeing resources were also available within staff areas.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The practice had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

All staff we spoke with were clear on their individual roles and responsibilities. Leaders proactively supported staff and regularly met with them to complete appraisals and performance reviews.

The provider had established governance processes in relation to the quality statements we reviewed during this inspection, which were appropriate for their practice. Staff could access all required policies and procedures, which were kept up to date and reflected latest guidance.

Leaders held regular meetings with staff, during which they discussed emerging risks and potential improvements to the practice. Actions arising from these meetings were clearly documented, shared with staff and monitored to support accountability and follow-up. Staff took confidentiality and information security seriously, which included verifying patient’s identity during remote consultations. Staff submitted data and notifications to external agencies as required.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.