Hillview Medical Centre

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 the service’s leadership, management and governance assured high quality, person-centred care and promoted an open and 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 service had a shared vision, strategy and culture. This was based on transparency, equity, equality, human rights, diversity, inclusion and engagement. Staff and leaders understood the challenges and the needs of people and their communities. The practice told us their vision was to provide safe, effective, compassionate and inclusive care which puts people at the centre of everything they do, treating people with dignity, respect and kindness while continually improving the quality of their services. Their values were compassion, safety, respect and equality, teamwork and continuous improvement. The practice had 2 members of the patient participation group that attended meetings with the primary care network to discuss updates and share ideas to improve the service and engagement with the public. The vision and values were an agenda item scheduled for the next PPG meeting in November. 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 service 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 shared this securely with others when appropriate. The service had effective governance systems and processes in place to support the delivery of safe, high-quality care and ensured alignment with current best practice. Staff had access to policies and procedures. There was a clear organisational structure in place that outlined staff responsibilities, reporting arrangements, and sources of support. Leaders supported staff through regular appraisal processes and had implemented succession planning arrangements to support future workforce sustainability, including staff retirement. Regular team meetings were had to discuss risks, service developments and opportunities for improvement. Actions arising from these discussions were clearly recorded, monitored and communicated to staff. The service worked collaboratively with the primary care network and other partner organisations to support service delivery and improve outcomes for people using the service.

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.