Roundwood 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 remains the same with elements of outstanding. This meant people were supported and treated with dignity and respect and involved as partners in their care. People’s care, treatment and support promoted equality, removed barriers and protected their rights. Leaders and staff proactively sought ways to address barriers to improve people’s experience, acted on information about people's experiences and outcomes and allocated resources and opportunities to achieve equity. The practice complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

This service scored 80 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity we observed staff interacting with people respectfully and with kindness. Staff treated colleagues from other organisations with kindness and respect. Arrangements were in place to promote peoples’ privacy. Staff that chaperoned patients were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination, and we observed notices around the practice advising that chaperones were available and how to request a chaperone. People’s religious needs were respected, and they could choose to see male or female GPs. The practice had processes in place for people who found it hard to access services by utilising interpreters and directing people to relevant services where they may need extra support. For example, they utilised the PCN employed social prescriber link worker and/or health and wellbeing coach to refer and support people for smoking cessation, weight management and exercise advice and enrolment at local gyms and walking clubs. The surgery was a registered carers champion practice, dementia friendly practice, and a veterans practice. The National GP Patient Survey data and feedback received from people, reflected people felt listened to and were treated with kindness. For example, 91% of respondents stated that during their last appointment, the healthcare professional was ‘very good’ or ‘fairly good’ at treating them with care and concern. This was better than the national average of 85%. We received feedback from people which was mostly positive. For example, people stated that they were listened to by the GPs, were treated like a person rather than feeling like an inconvenience, GPs had a friendly and professional approach and asked good questions to reveal more background information pertaining to the persons concerns. People felt that the reception staff were excellent who listened and directed people to the most appropriate health care professional.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The practice supported all people, including refugees and homeless people, to access healthcare. We saw evidence of support tools and advice to aid people’s independence and support. For example, all staff had received training about autism and learning disabilities and were able to support people who found it difficult to be independent and access services. The practice had the services of a PCN social prescriber link worker to promote people’s independence and help with well-being and social problems by referring to external stakeholders. For example, services to improve wellbeing and access to services to help with social isolation such as local knitting and sewing groups, community allotment group, coffee mornings and support groups for homeless people to include food banks. The service also encouraged vulnerable people to utilise an app which communicated opportunities to pick up meals for a third of their normal price at the end of the day from supermarkets, bakeries, cafes and markets to neighbourhood residents were food would otherwise be thrown away.The service also actively supported Mansfield Community Voluntary Service (MCVS) with the set-up of a weekly ‘food club’ for families in financial hardship in deprived areas of Mansfield (Bellamy, Oak Tree Ladybrook). This took place on Wednesday and people would pay £2 for a bag full of food provided by the local supermarkets of short-dated items.

Clinicians involved people in making decisions about their care and treatment and increased their appointment times allowing time to discuss choices with people. We saw evidence that people with long term conditions such as asthma, heart disease, mental health, high blood pressure, were given an individual care plan which was regularly reviewed, and included advice about healthy eating, exercise and measurements of their condition and when they should see a health professional if their condition deteriorated. This was supported by results from the National GP Patient Survey which showed 96.2% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was higher the national average of 91%. Patient communication needs were met to enable them to be fully involved in their care. A member of staff had been appointed as a carers’ champion and there were processes in place to support this group of people

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 and understood people’s needs, views and wishes. They used feedback from the national GP Patient Survey, the patient participation group, complaints and comments to respond to people’s needs. The practice maintained a complaints, compliments and suggestions log which was reviewed regularly with the practice team to identify any emerging trends or themes of concern and responded to these quickly. People were offered the choice to see a GP in practice or receive a telephone call and staff we spoke with knew the process for identifying people with an immediate need and referral for emergency support.

Feedback from people who used the service reported positive experiences with prompt responses to appointment requests.

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 felt valued by leaders and that the manager and GPs were supportive and had an open-door policy if they had any concerns or queries about their wellbeing or regarding provision of the care service. Staff were positive about the support they received from leaders and staff told us they were listened to. The practice provided written guidance and resources to help staff perform their role competently and has good communications systems and updates for staff and staff wellbeing. Staff told us that they were able to make anonymous suggestions using a suggestion box and suggestions had been acted upon and implemented. For example, following feedback from practice staff the manager installed notice boards to update staff with changes to systems or processes and ensure staff were kept up-to-date and communication was improved within the practice.