Eden 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 met people’s needs, and that staff treated people equally and without discrimination.At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

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. Staff treated colleagues from other organisations with kindness and respect. Feedback from people who used the service was positive. People consistently praised staff for being friendly, polite, caring, and respectful.

National GP Patient Survey data reflected people were treated with kindness. For example, 95.5% 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 above the national average of 86%. In addition, 94% of respondents responded positively to the overall experience of their GP practice, which was above to national average of 75%.

Staff that chaperoned were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination. This demonstrated people were consistently supported, ensuring they felt safe, understood and valued in their care.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People’s communication needs were met to enable them to be fully involved in their care. People were asked at registration about their first language and a person’s preferred method of communication was recorded on their electronic record.

The service had introduced a crib sheet of different languages written in the language to support people who didn’t have English as their first language. This followed an incident where staff were unable to establish the language spoken by a person using the service as the list was written in English.

National GP Patient Survey data reflected that people felt involved in decisions about their care. For example, 92% 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 in line with the national average of 91%.

The service had identified 278 people registered with the service as carers which was 5.8% of the practice population. Carers were offered health checks and vaccinations and could be referred to the care co-ordinator for information and guidance on support available to them.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services and could refer people to the care co-ordinator information and guidance for support available to them.

Data from the National GP patient survey showed that 95% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was comparable to the national average of 93%.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There was a system that ensured people with immediate needs had access to services via the duty doctor. Staff we spoke with knew the process for referral to emergency support.

Feedback from people who used the service reported positive experiences around accessing appointments, and good emergency access either via a telephone call or referral to the ‘on day’ service.

Data from the GP Patient Survey showed that 97% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them. This was above the national average of 87%.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Systems were in place to support all staff, including staff working on behalf of but not directly employed by the service.

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. Positive feedback was shared with the staff team and on display. Staff were encouraged to take 5 minutes’ walk at least once during their shift and once a week, all staff participated in a 25 minute group walk at lunch time.

Leaders demonstrated they valued staff through routinely providing staff refreshments, organising 3 or 4 social events a year, 2 of which were funded by the practice. Staff also received a £50 gift voucher and bottle of wine as a thank you at Christmas.

Staff told us they were valued by leaders. Feedback from staff was positive about the support they received from leaders and staff told us they were listened to and were supported when they required additional support.