Calder View Surgery Also known as Calder View 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 have rated the practice as good for providing well-led services. 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. We found leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback. Staff understood their roles and responsibilities. Leaders worked with the local community to deliver the best possible care.

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.

Staff feedback regarding the culture of the practice was positive. Leaders told us they promoted an approachable, open and transparent culture. The practice had a clear vision and strategy to provide high quality sustainable care. The practice told us their vision was to ‘to work in partnership with our patients and staff to provide the best primary care services possible by working within local and national governance, guidance, and regulations.'

Staff told us that managers were visible and approachable and that they felt supported by them. They felt the practice worked well as a team. The practice had an experienced leadership team in place. Leaders we spoke with were knowledgeable about issues and priorities of their patient demographic and what work was needed to drive patient outcomes.

The practice engaged positively in the assessment process and were responsive and proactive to feedback.

The practice fostered a positive culture where people felt they could speak up and their voice would be heard. There were policies in place for Freedom to Speak Up and Duty of Candour. There was a nominated Freedom to Speak Up Guardian and all staff knew who this was. Staff also had access to an external Freedom to Speak Up Guardian. We saw staff had undertaken Freedom to Speak up and Duty of Candour training.

The practice demonstrated a proactive and positive culture of safety, based on openness and honesty. Leaders told us that they promoted a culture of learning and encouraged staff to report incidents openly. Staff were able to explain the process of how they would report an incident or who they would seek guidance from to do so. They told us they were encouraged to report incidents and felt confident to do this. The practice had systems and processes in place, underpinned by policies, to formally manage incidents and complaints. At this assessment we reviewed a selection of incidents and complaints and saw appropriate action had been taken and learning shared through meetings.

The practice had clear responsibilities, roles, systems of accountability and good governance. There were nominated clinical and non-clinical leads for key areas whom staff could contact for advice and support. For example, safeguarding of adults and children, complaints and infection control. Staff we spoke with were clear about their role, responsibilities, and how they interacted with other staff. They told us they had access to policies and procedures to support them within their role and attended regular meetings where discussions about the practice, such as complaints and significant events, were discussed.

There were processes in place to ensure data management and security. The practice was registered as a data controller with the Information Commissioner’s Office (ICO). Staff took patient confidentiality and information security seriously. Staff we spoke with told us they followed the practice’s confidentiality policy when discussing patients’ treatments. This was to ensure that confidential information was kept private, for example, patient information was never on view and personal smart cards were removed when not in use. We saw that all staff had undertaken information governance, data security, cyber security and confidentiality training.

There was a business continuity plan in place, which included supplier and staff contact details.

The practice understood their duty to collaborate and work in partnership, so services worked seamlessly for people. We saw the practice attended regular primary care network (PCN) meetings. Leaders told us they used a range of methods to gather patient feedback. For example, from the National GP Patient Survey, Friends and Family Test (FFT), complaints and compliments. Staff told us they could provide feedback through meetings, annual appraisal and a staff survey. Although the practice had a small Patient Participation Group (PPG), they had not met frequently in the last year. However, we saw that the practice manager remained in contact with its members and had convened a meeting in June 2025. In addition, we saw evidence that the practice was actively promoting the PPG to encourage patients to join to make it more representative of the practice population.

Staff were supported to undertake further training and acquire new skills. Staff told us they were provided with adequate training for their roles and some staff gave examples of how they were encouraged and supported with professional development. We saw that a healthcare assistant had been supported to train to become a nurse associate.

There were systems and processes for learning, continuous improvement and innovation. The practice engaged with the neighbouring practices in local current and future initiatives which included the Primary Care Network (PCN) (an approach to strengthening and redesigning primary care to focus on local population needs). The practice had a comprehensive schedule of clinical audits and quality improvement initiatives, and a range of data was collected and reviewed to improve service delivery and drive outcomes for the patient population. For example, we saw reviews of incidents, patient feedback, audits and patient outcomes such as prescribing.