Sandy 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 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.

During our site visit we observed people were treated with kindness, empathy and compassion and their privacy and dignity were respected. Staff we spoke with were able to share examples of how they promoted respect, privacy and dignity in their work. Staff treated colleagues from other organisations with kindness and respect. A care home representative told us the practice staff were kind, caring, attentive, good listeners and involved people in decisions about their care.

The practice had identified patients as carers and had a designated Carer Champion to support and signpost carers.

Patient feedback in the most recent National GP survey for the practice was below national averages. Respondents said they did not always feel listened to, treated with care and concern or had confidence in the healthcare professional they last saw. The practice had reviewed the survey, developed an action plan in addition to carrying out their own patient survey involving the Patient Participation Group (PPG), which showed improvement.

Feedback shared by the PPG was overall positive about how people were treated. The national patient GP survey results for the practice had been shared with them, and leaders had acknowledged that although positive improvements were seen in many areas some areas still needed improvement.

The NHS Friends and Family Test results reviewed for the last quarter showed people were satisfied with services with the majority of respondents stating they would recommend the GP practice to their friends and family. Doctors were described as very helpful, some could be rude but most were lovely. Receptionists were described as polite, friendly, kind and helpful.

Bereaved family members were care navigated to the mental health practitioner, social prescriber or GP if medications or fit notes were needed. The social prescriber had supported 5 patients with bereavement counselling in the previous 12 months. Clinicians also signposted patients to Staffordshire and Stoke-on-Trent wellbeing service (IAPT).

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Data in the National GP Patient Survey showed 85% of respondents felt they were involved in decisions about their care and treatment.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. Reception staff had completed customer care training to promote positive communication.

The service told us when people made contact with the practice they ensured equality and diversity were respected, in addition to recognising the importance of adapting their communication to meet individual patient need and treating each patient as an individual. Preferred communication needs were documented and translation services made available with additional time allocated. Leaders told us appointments with a clinician of the same sex were made available where this aligned with the patient’s beliefs or preferences. The practice website offered the option to view information in multiple languages.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service helped patients and their carers to access advocacy and community-based services and referred to the social prescriber when required. The social prescriber held regular carer groups. The practice shared an example of how the social prescriber had supported a patient and their family with reasonable adjustments in their home to help maintain their independence.

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.

The practice had 2 designated champions to support people registered at the practice with a learning disability, in addition to the practice nurse who supported and conducted annual health reviews as required.

The practice had identified 147 patients, 1.5%, of the total practice population as carers, including 4 young carers. The practice had a dedicated carer’s wall in the waiting room, providing a range of information. Carers were offered flexibility with appointments, annual health checks, vaccinations and offered support on a one-to-one basis with the social prescribing link worker. This was in addition to a monthly carers support group at a local community centre which provided opportunity to listen to the needs of the carers and support them in accessing the practice and associated services. Guest speakers had included Staffordshire Carers and Staying Well Service to explain their services and the support available.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the support they received. Leaders were described as empathetic and understanding to both work and personal commitments. Staff had access to mental health support. They told us they were listened to; their wellbeing was promoted and requests for flexible working arrangements were supported. Staff had access to the Staffordshire psychological and wellbeing hub, and they could access this during working hours if needed. Clinicians had structured sessions with regular breaks.

Occupational health referrals were requested for staff if necessary. In the event of staff sickness return to work meetings were completed to help identify if any additional measures were needed to support staff in their work.

Staff were encouraged to socialise outside of work together and had recently received a voucher in recognition of their hard work throughout the year. Staff park runs were also held. Any positive feedback received was shared with the team. A recent staff survey had been undertaken. The majority of respondents rated the level of support they received from their line manager and practice manager as excellent and considered they had a healthy work-life balance.