Southfield Way 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

People were treated with kindness and compassion. In the most recent national GP patient survey, 88% of respondents found the practice reception and administrative team helpful, 84% felt the healthcare professional they saw or spoke to was good at listening to them during their last appointment. 85% of respondents considered the healthcare professional they saw or spoke was good at treating them with care and concern during their last appointment. Most staff protected their privacy and dignity and treated them as individuals and supported their preferences. People had choice in their care 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 generally treated people with kindness, respect and compassion. We saw this during our observations in the waiting room.

The National GP Patient Survey data for the practice reflected people felt listened to and were treated with kindness. Both indicators were mainly in line with the national average. People we spoke with during our site visit told us they found staff friendly, and helpful. One person told us privacy at reception was a bit difficult, but they were able to talk privately with the GP. A person shared an example when staff conversations in the reception area had compromised patient confidentiality.

The practice had carried out their own patient survey in April 2024. 170 people had responded to the survey. The feedback overall was positive with most respondents stating they were involved in their treatment and their overall experience was positive. The majority of the comments were positive and included staff being described as very helpful, kind, professional, welcoming and empathetic. A couple of comments related to a lack of empathy, staff attitude and a lack of respect shown by reception staff. An action plan had been developed to address the findings.

The practice had identified 73 (2%) of patients as carers. A supporting carers policy was in place and information to support carers was displayed in the practice detailing local support groups such as PCN group/young carers and the council run support group. The practice website also included information about support networks, finance and law. A social prescriber was also available to support and signpost carers to relevant agencies.

The practice treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. Patient communication needs were understood to enable them to be involved in their care. Staff had access to an equality and diversity policy and received training to meet the needs of the practice population.

The practice had a register of patients who were carers, and they were coded on the practice electronic system, so staff were able to identify them easily and offer any additional support if required. The practice manager had registered and attended a Dementia Friend information session.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The practice told us they actively encouraged patient participation, for example by involving the person in their review of their medications and sharing their experiences, concerns, and any side effects they may be experiencing.

The National GP Patient Survey for the practice indicated 88% of patients stated during their last appointment they were involved as much as they wanted to in decisions about their care and treatment compared with the national average of 91%.

People were able to access support through the Primary Care Network (PCN) who helped signpost them and their carers to access advocacy and community-based services. The representative from the Patient Participation Group (PPG) told us the practice were proactive in considering patient choice and addressing any concerns.

The practice listened to and understood people’s needs, views and wishes. Since the last inspection telephone and online triage had been introduced. The receptionists care navigate to ensure patients with urgent needs were prioritised. A regular locum GP was employed by the practice 5 mornings a week to help provide continuity of care.

A representative from a local care home told us if a resident needed to be seen the same day or required a palliative care review, the GP would normally respond via phone or email, but they would welcome face-to-face clinical time.

Staff we spoke with knew the process for referral to emergency support. A representative of the PPG told us they considered the practice was much more responsive to people’s immediate needs.

Feedback from staff about the support they received from leaders was mainly positive in relation to wellbeing, enablement and feeling valued. Examples shared included the GP encouraging a colleague to do the best they could, having regular catch-up sessions to raise anything, provided with time for extra tasks and having annual leave approved when requested. New ergonomic chairs had recently been obtained to support staff health and wellbeing and reduce risks. Leaders told us by conducting thorough staff health risk assessments they could create a safer work environment, reduce the likelihood of work-related injuries or illnesses, and promote overall staff wellbeing. Other feedback we received included a recent event concerning a staff member that had negatively impacted on staff morale.