The Village Green 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.At our last assessment, we rated this key question as good. At this assessment, the rating has changed to outstanding.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Patients or relatives who had been through a recent bereavement were provided with support from the practice. The practice demonstrated that they were continually striving to improve services for patients, the partners had funded an extension to provide an improved environment for patients receiving care. The extra rooms enabled the practice to offer more appointments and provide care which patients would previously have needed to attend another provider for.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected 93% of people felt listened to and were treated with kindness. Staff we spoke to told us that treating patients with respect was central to practice values. This was reiterated by patients who completed Feedback on Care documentation who told us all staff were always willing to help when they could. Patients felt staff knew them and did not feel rushed during appointments. Care home management described observing empathetic and caring practice from all staff within the practice, they told us the surgery routinely went above and beyond for the residents. They told us the named GP treated patients with empathy, dignity and respect, and when asked by the surgery if anything could be improved they were told no improvements were needed. Staff within the practice told us that they provide gifts to patients in care homes who have no family at Christmas time. Staff had run an initiative to ensure all children in the local community had access to a winter coat. They worked in partnership with local schools to deliver the coats, they intended to run this scheme again this winter.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The practice had a clear policy for transgender patients and provided holistic care to patients who needed extra support around gender related treatment or advice. The practice provide support to vulnerable patient groups, such as veterans. The care navigator within the practice demonstrated a strong desire to ensure patients were supported not only in relation to healthcare, but in any aspect of their lives. The practice had provided support in relation to finances, housing and employment to patients who were struggling. Administrative staff demonstrated a knowledge of vulnerable patient groups and were able to recognise where a patient may need extra support around protected characteristics. Leaders continuously reviewed feedback and amended care where needed, for example introducing early morning appointment slots for patients who work.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Patients were able to choose if they wanted to see their named GP or another practitioner. Admin staff were able to signpost patients to the most appropriate clinician following the triage process. If patients’ preference was another GP, they could disclose this and where possible patients could see that person. Staff helped patients and their carers to access advocacy and community-based services. The Patient Participation Group told us that the introduction of named GP had been well received within the patient community.

Within the last 12 months, the practice had identified carers as a group of patients who required further support. This was after a review of patients who chose not to attend health reviews. The overview highlighted that carers who did not have a long term condition would not routinely be invited into the surgery for a review. The practice aimed to ensure all carers had the opportunity to attend the practice. The practice added flexibility around appointments, early morning, weekend or evening appointments. A dedicated appointment was created for a carers review. In the 12 months since implementation, attendance for carers has increased by 52%. This demonstrated that the introduction of new appointment types for this cohort had resulted in positive outcomes for carers. The choice of appointment type and time was also reported as a positive aspect for carers.

Furthermore, staff were provided with specialist training around carers, and given an update on where they could be signposted for further advice or support.

The practice are continuing to monitor the attendance of carers, and have demonstrated adjustments to the appointment process to ensure both the needs of the carer, and the person they look after are met.

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. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Staff were all trained in recognising the signs of sepsis and a deteriorating patient. Staff knew where to access emergency equipment.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. We saw evidence of a bi-monthly staff wellbeing newsletter which was circulated to all staff.

Staff told us they were valued by leaders and that all members of leadership were approachable. 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 or in personal life. We saw team building days were established within the practice. All staff within the practice who completed a questionnaire reported feeling valued by management. It was evident that staff were given opportunities to develop professionally. Staff told us the team worked exceptionally well together, regardless of role within the practice everyone was treated with respect. Staff were encouraged to develop by leaders. Clinical staff were allocated a supervisor; they worked collaboratively to develop a working plan which would provide training to the doctor but also benefit patient care.

We reviewed evidence which demonstrated staff who participated in Ramadan were supported by the practice, and adjustments were made to ensure these staff were able to practice religious beliefs at work.

Leaders provided and funded sanitary products for female staff, following a suggestion from staff.

Furthermore, we reviewed a quality improvement programme which had been implemented by the leaders, when secretaries raised concern in relation to workload and potential increase. The practice sought guidance from the ICB ( Integrated Care Board) and implemented a digital workflow for staff. Within 5 days management reviewed the new system and the team using it confirmed that this had resolved stress they were feeling. This also ensured that patient referrals were being processed more promptly.