The Dove Medical Practice

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

Data from the most recent National GP Patient Survey published in July 2024 showed that patient satisfaction with having confidence and trust in the healthcare professional they saw at their last appointment and feeling involved in their care and treatment had fallen when compared with results from 2023. Feedback from patients we spoke with about their care and treatment was overall positive. Staff treated patients with kindness and respect and maintained patient confidentiality. Staff were motivated and inspired to offer kind and compassionate care and worked to overcome obstacles to achieve this. We observed a strong patient- centred culture. Patients were treated as individuals and care was tailored to their needs, including those with complex medical needs.

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 results of the most recent National GP Patient Survey (undertaken between 01/01/2024 and 30/04/2024) showed the practice performance for the percentage of respondents who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at treating them with care and concern was 76%, this had fallen from 85% in 2023 and remained below local and national averages. Patients told us staff were compassionate and treated them with kindness. The majority of patients we spoke with stated their privacy and dignity was respected and they had faith the information held about them was treated confidentially.

Leaders and staff spoke positively about their desire to demonstrate kindness and compassion when supporting patients. They understood the importance of maintaining patients’ dignity. Leaders were aware of the results of the 2023 national GP patient survey and had made improvements as a result. Leaders also spoke positively about working with other service providers within their Primary Care Network (PCN) to provide appropriate support for the wider patient population.

Staff displayed understanding and a non-judgemental attitude towards patients. We observed a culture of kindness and respect between colleagues and towards patients. Staff communicated with patients in a way that helped them to understand their care, treatment and condition, and any advice given. A private room was available if patients were distressed or wanted to discuss sensitive issues. There were arrangements to ensure confidentiality at the reception desk.

The results of the most recent National GP Patient Survey (01/01/2024 to 30/04/2024) showed the percentage of respondents who stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment was 83% compared to the local average of 89% and the national average of 91%. Satisfaction had fallen when compared with the results of the survey from 2023, where patient satisfaction was 90%. Patients we spoke with were largely positive about the approach of the clinicians with only one person expressing not feeling involved in their care or being treated as an individual.

Staff understood and respected the personal, cultural, social and religious needs of patients. Leaders were able to provide examples of how they worked to support their patient population which included patients living in high levels of social and financial deprivation. Staff and leaders demonstrated a clear understanding of the individual needs of patients and were able to describe adjustments made when necessary to support these needs.

Systems and processes had been developed and implemented effectively to provide tailored care and support for patients. This included provisions to support patient’s cultural, social and physical needs. Multi-disciplinary meetings and cross organisational working helped support vulnerable patients. This included those requiring end of life care, carers, patients with mental health concerns and patients with safeguarding concerns. Staff were required to undertake specific training to improve their own knowledge and understanding of how to support different patients. This included equality and diversity training and training on learning disability and autism. At the start of our assessment, we found not all staff had completed training on learning disabilities and autism awareness. Staff in lead roles were trained appropriately. The practice was prompt to respond and through the course of our assessment all staff completed part 1 of the learning disability and autism awareness training. The practice advised the second part of the training would be completed by all staff through October 2024. The practice made efforts to contact all patients aged over 75 years, who had not been seen in the preceding 12 months, to check if they had any healthcare needs.

The results of the most recent National GP Patient Survey (01/01/2024 to 30/04/2024) showed that 83% of people who responded to the survey felt that during their last GP appointment they had confidence and trust in the healthcare professional they saw or spoke to (compared to the local average of 90% and national average of 92%). None of the patients we spoke with during the assessment expressed any concerns relating to confidence or trust.

Staff and leaders demonstrated a supportive approach to ensuring patients were empowered to be involved in their care and treatment.

Patients were supported to have choice and control over their own care and make decisions about their care, treatment and wellbeing. For example, patients were able to book appointments with a variety of clinical staff, including GPs, nurses and the paramedic who was an advanced clinical practitioner. Referrals were made to services to support improved health and general wellbeing, for example smoking cessation and weight loss services. Patient information leaflets and notices were available in the patient waiting area which told patients how to access support groups and organisations. Although translation services were available we noted these were not promoted in alternative languages. There was a Carer’s register and staff helped patients and their carers find further information and access community and advocacy services. The practice hosted a carers café supported by the local carers organisation who provided further support and information for carers.

The results of the most recent National GP Patient Survey (undertaken between 01/01/2024 and 30/04/2024), showed the percentage of respondents who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them was 74%, compared to the national average of 87%. We saw that satisfaction had fallen since 2023. In 2023, 77% of respondents stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them. Patients we spoke with expressed they were able to access urgent help if needed.

Patients were given appropriate and timely information to cope emotionally with their care, treatment or condition. Leaders and staff were able to describe systems in place to support patients requiring urgent care or assistance. Leaders ensured that appropriate staff were always available throughout the day to support patients in case of an emergency. Leaders were keen to ensure that people were engaged in discussions about their immediate needs and to support the practice to respond in the most appropriate way. The practice had developed good working relationships with its patients, the wider local community and other stakeholders. Staff and managers worked to deliver and adapt their service to ensure it continued to meet the needs of its patients. At the time of our assessment, the practice was actively trying to recruit more members to join its patient participation group (PPG).

Feedback from staff was positive. Staff reported a good working environment and a positive culture. Staff described leaders and managers as approachable and supportive and said they felt comfortable in raising any concerns without fear of retribution. Staff were positive in their reflections of working at the practice and the leadership team’s approach to learning and improvement. Leaders demonstrated a commitment to staff wellbeing and aligned the satisfaction of staff closely to the quality of service delivery.

Staff were encouraged to provide feedback both through a schedule of regular team meetings and on an ad hoc basis. Leaders advised that although the practice did not partake in locality wide half day closures each month for learning, systems were in place to ensure staff had protected time for learning and development and received regular appraisals, one to ones, coaching and mentoring, clinical supervision and revalidation. They were supported to meet the requirements of professional revalidation. Staff rotas were maintained and efforts made to ensure appropriate staffing levels to support adequate work breaks. There was adequate provision for rest areas and staff facilities. There were Freedom to Speak Up Guardians and staff were encouraged to raise concerns and report when things went wrong so that action could be taken. Staff had access to an employee assistance programme. The practice supported work undertaken by The Shaw Trust and the Thrive to Work Project, supporting people back to work. We spoke with staff who reflected positively on their experiences of being supported back to work and employed by the practice.