Rustlings Road Medical 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 that the service’s leadership, management and governance assured high-quality, person-centred care and promoted an open and 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.

Leaders monitored and reviewed progress against the delivery of their strategy which they told us was ‘to provide a friendly, efficient service with a can-do-attitude’. The service was aware of local challenges which affected their service and had a good understanding of their practice population with staff knowing their patients and families well. Staff and leaders actively promoted equality and diversity, and all staff had received equality and diversity training. They demonstrated a positive and compassionate listening culture that focused on learning and development and used incidents and complaints to support service improvement.

Staff spoke positively about the leadership within the practice and consistently described a positive working environment. Staff consistently told us they felt supported by the GP partners and practice manager and were encouraged to raise concerns and suggest improvements. For example, as a result of a recent staff survey, a garden bench had been installed in the small garden area to provide staff with a more comfortable space during breaks. Staff described a strong team ethos and a supportive working environment where they worked well together and felt valued and respected.

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. All staff had received an annual appraisal, except for 1 staff member, whose appraisal was over-due. Following the assessment, we were informed that a date had been scheduled for this.

The provider had established governance processes in relation to the quality statements we reviewed during this assessment, which were appropriate for their service. Staff could access all required policies and procedures, which were kept up to date and reflected latest guidance. Leaders held regular meetings with staff, during which they discussed emerging risks and potential improvements to the service. Leaders clearly recorded any actions that arose from these meetings and shared these with staff. Effective systems were in place to monitor safety alerts, incidents, and complaints. Staff took confidentiality and information security seriously, which included verifying people’s identity during remote consultations. Staff submitted 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.