Cross Keys Practice

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 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.

Whilst services were delivered from 3 separate sites, staff said there was 1 cohesive team and they worked together to deliver a shared vision, which was: “Providing high-quality, accessible healthcare combining the trusted values of family medicine with modern practice.”

Staff and leaders understood local and national challenges and the needs of people and their communities.

Leaders emphasised how all elements of the practice were under constant review to ensure services were appropriate for the changes within the population and the wider primary care sector.

Leaders and staff were aware of local challenges which affected their service, including challenges when working across 3 different sites, they worked with partner agencies to address these challenges. This included close work with the patient population group (PPG) as a mechanism for dialogue, communication and ensuring patients were central to all decisions.

Staff and leaders actively promoted equality and diversity and worked to identify the causes of any workforce inequalities. They demonstrated a positive and compassionate listening culture that focused on learning and development.

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 across 3 sites in 2 towns (Princes Risborough and Chinnor).

Leaders acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

All staff we spoke to 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 assessment, which were appropriate for their 3 site service. 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 service. Meetings included goals and tracked progress in line with the practice strategy. Leaders clearly recorded any actions that arose from these meetings and shared these with staff. Monthly newsletters had been introduced to share important updates, feedback to CQC from staff highlighted communication across the departments and sites was clear and effective. Staff took confidentiality and information security seriously, which included verifying people’s identity during remote consultations. Staff submitted data and notifications to external agencies as required. This included CQC when making changes to their CQC registration.

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.