The Bell Surgery Also known as Dr Chris Langley & partners

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.

The practice had a shared vision, strategy and culture which incorporated 3 practice values and behaviours: Respect, Support and Openness.

The vision, values and overall culture within the practice was based on transparency, equity, equality, human rights, diversity, inclusion and engagement. 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 were aware of local challenges which affected their service, including cross border (Oxfordshire and West Berkshire) services and commissioning, 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.

In addition to the overarching culture of the practice, leaders were clear about the aims and the culture for practice staff. Leaders strived for staff to be cheerful, productive, engaged, supported, appreciated with a fair and manageable workload. This aim was evidenced and confirmed when speaking to staff and through a variety of patient feedback assessed and reviewed as part of this inspection.

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.

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 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. This included a daily huddle whereby all staff came together to share achievements, updates, priorities and an open forum for questions. Leaders clearly recorded any actions that arose from these meetings and shared these with staff. 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.

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.