Stock 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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

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 practice treated people with kindness and respected their privacy and dignity.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data found 91% of respondents felt listened to by healthcare professionals at the practice and 93% were treated with care and concern. This was higher than local and national averages. Staff surveys completed demonstrated understanding of Gillick competence with regards to consent for a child under 16.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be involved in their care.

The practice worked to ensure that patients had choice and control over their own care, treatment and wellbeing.

Staff helped patients and their carers to access advocacy and community-based services including through the use of PCN social prescribers. The practice told us they contributed to a local community initiative to help ensure people, who are mainly patients of the practice, get out into the community as the area is semi-rural and people can become isolated. This service also helps to ensure people are able to access hospital appointments.

The practice listened to their patients. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The National GP Patient Survey found 91% of respondents felt healthcare professionals at the practice were good at listening to them. This was higher than local and national averages. There was a system of appointments that helped ensure people with immediate needs had access to services. The practice told us they do not have a triage system. Instead, the reception team navigated the patient to the most appropriate appointment with on-going support from the duty doctor who was available every day. When a patient had an urgent need, the reception team were aware of red flag symptoms and discussed these with the duty doctor. If an urgent appointment was required and all appointments for the day had been filled, the duty doctor would see the patient. Leaders told us the digital system was monitored to ensure appropriate action was taken with regards to urgency of patient need.

The practice considered the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Leaders told us they valued their staff team and tried to ensure a good work-life balance and flexibility within the constraints of the needs of the business. The practice had a reasonable adjustments policy.