Stillington 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 85 (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 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.

We saw that the practice sent cards to its patients on their 100th birthday.

When families were bereaved, staff from the practice telephoned them and sent a condolence card.

Stillington Surgery was rated the best in the York area for the second consecutive year in the 2024 NHS GP Patient Survey, with a 96.7% positive experience rating.

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

In 2022, the lead partner published an article in a medical journal describing the difficulties faced by young carers, and the duty of healthcare workers to allow them to flourish. He published articles relating to other groups such as migrants and homeless patients and this work was woven through the practice’s approach to treating patients as individuals.

The practice had a reasonably high number of military service veterans and farmers on its practice patient list, due to the rurality and the proximity to military bases. It was clear from discussions with the practice team that they had considered the potential additional needs of these patients and had adapted care accordingly. The practice was a veteran accredited service.

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 97% of patients were involved as much as they wanted to be in decisions about their care and treatment. This was above local and national averages of 92.5%.

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.

Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Patients who were unwell were typically seen the same day and treatment was promptly and appropriately actioned. For example, we observed how a patient was admitted straight to hospital by a clinician who sent a letter with the patient, outlining baseline observations and clinical concerns, to support swift admission.

Patients were also signposted to other areas of support such as social prescribers.

The latest results from the National GP Patient survey showed that the practice had achieved above local and national averages for how easy it was to contact the practice by phone (99% compared to the local average of 50% and national average of 53%). Similarly, 77% of patients found Stillington Surgery’s website easy to use, compared with national and local averages of 51%.

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 regular staff meetings to ensure effective communication was a priority, and adding in a 30-minute social break for all staff at lunchtime.

As part of the practice’s Covid vaccination sessions, they used the opportunity to raise money for a local charity, who take patients to hospital and to community events, on behalf of the practice.