Chagford Health Centre

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. 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 service had a shared vision, strategy and culture. This was based on transparency, equity, equality, human rights, diversity, inclusion and engagement. Staff and leaders understood the challenges and the needs of people and their communities.

GP partners and the practice manager detailed a clear vision and values for the service, which had been shared with staff. All staff had contributed to the development of the service’s vision and strategy, which was kept under review. Leaders monitored and reviewed progress against the delivery of their strategy.

Staff expressed enjoyment in their roles and valued the collaborative environment. Regular team meetings were held to share updates and promote open communication across the service. Records of meeting minutes and actions were stored and accessible to all staff on the service’s electronic system.

Staff described a friendly and supportive culture, with strong teamwork and a positive working environment. Staff were supported in their professional development and encouraged to keep their skills up-to-date. The service promoted openness and there were clear procedures to address behaviour inconsistent with the service values.

The service was aware of health inequalities. For example, digital exclusion and people affected by poor transport links to access care and treatment. They demonstrated a positive and compassionate listening culture that focused on learning and development.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

All staff we spoke with were clear on their individual roles and responsibilities.

Leaders proactively supported staff and regularly met with them to complete appraisals and performance reviews.

The service had established governance processes. The service had identified that required policies and procedures needed reviewing and updating, having not been completed since 2024 following changes to management structures. The service had recognised this and were in the process of taking action to address this. A review of all policies had been undertaken, to check which policies remained relevant and which needed to hold more current guidance, regulations, and processes. They had prioritised which policies and procedures needed urgent review and updating. For example, safeguarding and infection prevention and control. Staff could access and were requested to provide acknowledgment of having read and understood them.

GPs and the practice manager held regular meetings with staff, during which they discussed emerging risks and potential improvements to the service. They clearly recorded any actions that arose from these meetings and shared these with staff.

Quality and governance were discussed in relevant meetings, and all staff had access to this information as appropriate to their respective roles.

Clinicians were available to support enquires from staff and met regularly with secondary care specialists to discuss vulnerable people, complex cases and share expertise. This approach reinforced a strong culture of openness, learning and improvement. Staff told us they felt supported and empowered, and that leaders were approachable and responsive.

Staff took confidentiality and stored information securely.

Staff were aware of the requirement to submit data and notifications to external agencies as required.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.