Woodhall Spa New 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

At our last assessment, we rated this key question as good. At this assessment, the rating has remained the same. The practice worked together and with external stakeholders to ensure continuity of care for people. The practice maintained an effective process for ensuring patients received appropriate review and treatment.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff had a good knowledge of their local population and aimed to provide them with a personalised service. Staff treated colleagues from other organisations with kindness and respect. Leaders valued staff and their contribution. Results from the National GP Survey showed people felt they were listened to and were treated with care and concern. People felt their mental wellbeing was considered in appointments.

Staff had a good understanding of the needs of the local community and treated their patients as individuals. They were aware of people’s backgrounds and took this into account during consultations. People were involved in their care.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The service listened to the needs of the population and were responsive to their needs. Staff were adaptable to people’s needs and tried to minimise any distress. The triage system was GP led and provided a good quality service to patients, ensuring they met people’s immediate needs. Staff had a good knowledge of what to do in an emergency or if they were concerned about someone who was unwell. The practice evidenced good teamwork during a recent medical emergency and ensured a holistic approach was utilised to effectively support the unwell patient.

Leaders valued and supported their staff. They promoted a positive culture and this enabled staff to promote a good quality of care to people. Staff felt they could approach leaders within the practice and felt they would be listened to. Leaders promoted an open door policy to all staff, creating an inclusive and nurturing environment. We saw examples where leaders had prioritised staff wellbeing if staff were struggling and were accommodating of personal needs. Staff were given appropriate time for training and the practice operated safe working hours.