Friary House 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

This is the first inspection for this service since its registration and change to a new provider with CQC. We assessed all quality statements in the caring key question. This key question has been rated as good.

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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.

There were arrangements to promote people’s’ privacy. Chaperone notices were displayed in consulting rooms and waiting areas. Arrangements could be made for people to speak with a receptionist or member of staff in private, away from the reception desks.

Information from the national GP survey for the period 1/1/2024 to 31/3/2024 showed:

• 62.5% of people responded positively to the overall experience of their GP practice, against the expected figure of 73.9%
• 87.8% of people considered the healthcare professional was very good or fairly good at listening to them, against the expected figure of 86%.
• 82% of people considered that the healthcare professional was very good or fairly good at treating them with care and concern, against the expected figure of 85.3%
• 90.9% of people had confidence and trust in the healthcare professional they saw or spoke to, against the expected figure of 92.3%.

We received 38 positive feedback on care comments via the CQC website. Some people told us

• “I have always found the care to be exemplary”
• “The staff are quick to respond to my needs”
• “The staff member I see is always professional”
• “I have had excellent advice and help from the past 2 healthcare professionals that I have seen.”

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.

Information from the national GP patient survey for the period 1/1/2024 to 31/3/2024 showed:

• 91.7% of people stated they were involved as much as they wanted to be in decisions about their care and treatment, against the expected figure of 90.9%
• 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 service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped people and their carers to access advocacy and community-based services. The service displayed posters and leaflets containing information to support people to make healthier choices. The service also offered translation services, a hearing induction loop, and British sign language to ensure that everyone regardless of their communication needs can access the service effectively.

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 the appropriate services. Staff could recognise when patients needed urgent help and would use appropriate support to assist. For example, the duty doctor was also available alongside the care navigation team to ensure the patient’s immediate needs were addressed appropriately. However, we had been told there were times when advice was requested from the duty doctor who was based remotely and no responses were received.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they did not always feel valued by leaders. Leaders had taken some steps to recognise and meet the wellbeing of staff, which included the necessary resources and facilities such as rest areas. Staff reported not always being supported if they were struggling at work. For example, working when staffing levels were low, being able to take regular breaks and having protected time to complete mandatory training.