Park Lane 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 outstanding. At this assessment, the rating has remained the same.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff treating people with kindness and respect within the waiting room. Feedback from people who used the service was overwhelmingly positive. The service was widely praised for being caring, their attentive clinicians, efficient reception staff and proactive thorough medical care. People expressed a strong appreciation of empathy, follow-ups, and clear communication. Only 3% of the 196 comments received by us expressed negative views about their perception of how they had been treated and minor delays in getting an appointment.

National GP Patient Survey data reflected people were treated with kindness. For example, 95% 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 85%. In addition, 92% of respondents responded positively to the overall experience of their GP practice, which was significantly above to national average of 74%.

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. Patient 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.

Feedback from people using the service was positive about continuity of care for cancer treatment and palliative care, chronic illness and mental health.

National GP Patient Survey data reflected that people felt involved in decisions about their care. For example, 94% 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 comparable to the national average of 91%.

The service had identified 109 people registered with the practice as carers which was 1.3% of the practice population. The service has a dedicated carers’ champion who supported this group of people. Carers were offered health checks and vaccinations and could be referred to the social prescriber or 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 social prescriber or care co-ordinator information and guidance for support available to them.

Data from the National GP patient survey showed that 99% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was above the national average of 92%.

People who had been registered with the service for a number of years expressed deep trust and loyalty towards the doctors and in the care they received.

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.

Data from the GP Patient Survey showed that 94% 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%.

Feedback from people who used the service highlighted numerous occasions when the service had responded to emergencies and people’s immediate needs. We saw various testimonials from people which highlighted how seamless their journey was when accessing care, including examples of when people had been referred directly to secondary care.

People also reported positive experiences around same day or next day appointments, good emergency access via an early phone call and flexibility in phone versus in-person consultations.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff wellbeing was fully embedded within the working practices and ethos of the service. Staff feedback was extremely positive about leaders and managers. 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. Staff reported being supported if they were struggling at work.

The service had developed a wellbeing mission statement with set objectives. These included providing standing desks for staff on request, structured quarterly wellbeing chats, participation as a practice in a local parkrun once a month, wellness staff surveys and a wellbeing away afternoon once a year. Information was displayed on the wellbeing notice board. Staff were supported by wellbeing champions, and told us the champions were easily accessible, as were GP partners and practice manager.