Dr Nederlof and Partners Also known as Riverside Surgery

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 service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment, we rated this key question as good. At this assessment, 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.

The practice had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The practice was aware of the projected increase in the local population and was working with partner agencies to address future challenges. The practice had open and blame free culture policies in place which were regularly updated. Most staff told us the practice had an open culture, and their suggestions were listened to and acted upon.

The practice had leaders who understood the context in which they delivered care, treatment and support. Leaders had the skills, knowledge, experience and credibility to lead effectively. Most staff told us leaders in the practice were approachable and responded to any concerns raised. We saw the leadership team worked with other practices in the primary care network and were engaged in the development of primary care services within the local area.

The practice fostered a positive culture where people felt they could speak up and their voice would be heard. The practice had established Freedom to Speak up arrangements and staff were aware of how to raise concerns. Leaders recognised the importance of having Freedom to Speak up arrangements. At the time of our assessment, they did not have one in place but their policy stated other external organisations where concerns could be raised. The practice had recently held a training session to inform staff of how to raise concerns.

The practice valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who work for them. Policies and procedures to promote diversity and equality were in place. Staff told us that their wellbeing was considered, and their views respected, and concerns acted upon. This included adjustments being made to ensure all staff felt valued.

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 share this securely with others when appropriate. Managers met with staff regularly to complete appraisals and performance reviews. All staff we spoke with were clear on their individual roles and responsibilities. Managers held regular practice meetings with staff, during which they discussed clinical concerns and emerging risks. However, not all nurse meetings were structured. Staff took patient confidentiality and information security seriously.

The practice understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborate for improvement. The provider worked with other practices within their primary care network to offer extended access. Staff from the practice had attended a local secondary school to raise awareness about healthcare. They designed a day for the students which focused on areas such as anxiety and the role of ARRS (additional roles reimbursement scheme) staff in primary care. Patient newsletters were used as tools to strengthen engagement with patients and the local community. For example, the most recent practice newsletter helped to inform patients about a variety of topics such as shingles vaccination and keeping warm this winter.

The practice focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The practice was a teaching practice for medical and nursing students. Systems were in place to support students during their placements. The practice had a quality improvement plan in place to help drive improvements in the services. They regularly took part in second cycle audits which helped to show improvements. For example, one completed audit showed improvements over time in the volume of prescriptions being prescribed for antibiotics which was in line with current guidance. The practice told us about future quality improvement projects they were aiming to do. This included supporting patients going through miscarriage and being able to offer a support pack to inform them of the support they can receive through primary care.