Wolverley 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 assessed a total of 5 quality statements from this key question. Recent National GP Patient Survey results showed that patient experience was in line or better than local and national averages. Staff and leaders spoke positively about how they work together to ensure patients were at the forefront of everything they did. Leaders and staff built good relationships with their patients and knew them well.

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.

Results from the national GP patient survey showed that 94.4% of people said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. 96.9% of people responded positively to the overall experience of their GP practice. 94.5% of people said that during their last appointment, the healthcare professional was very good or fairly good at listening to them. 95.9% of people said during their last appointment they had confidence and trust in the healthcare professional they spoke to. All of the indicators were better than both the local and national averages. We saw examples of how patients were treated with kindness, empathy and compassion. For example, we heard how they completed welfare checks on patients who they were concerned about when they had not heard from them.

Staff and leaders spoke positively about how they work together to ensure patients were at the forefront of everything they did. Leaders and staff built strong relationships with their patients and knew them well. They told us how they treated patients with kindness, compassion and dignity.

We observed people being treated with kindness and their privacy being respected. The practice was able to take patients into a private room if they were distressed or wanted to discuss sensitive issues.

Results from the National GP Patient Survey showed that 99% of people felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was above local and national average.

Staff treated patients as individuals and were able to describe adjustments they made to support them. They ensured patients communication needs were met to enable them to engage in their care, treatment and support.

The practice had processes in place to ensure people’s individual needs and preferences were understood and reflected in their care and support. This included provisions to identify and support carers.

Patients were empowered to be involved in their care and treatment.

Staff told us they supported patients to have choice and control over their own care, treatment and wellbeing. They provided patients with the information they needed, and this was available in different written formats. For example, a member of the dispensary team told us they could offer information in accessible formats such as larger font size.

The practice was committed to promoting patients’ independence and supported them to make decisions about their care, treatment and wellbeing. They gave patients information and guidance to enable them to make informed decisions about their care.

Patients could access appointments on the day if they needed them. The GP patient survey showed that 97% of people said they found the reception and administrative team at this GP practice helpful.

Staff and leaders told us all patients who rang the practice for an appointment would receive a telephone call that day by a GP and a face-to-face appointment on the same day if appropriate. Staff explained how patient’s needs are prioritised, and they have received appropriate training to recognise when urgent help or support is required.

Staff told us they felt valued by their leaders and colleagues and provided many examples of how the practice supported them. This resulted in them being able to do their job well and to be well. The practice recently completed renovation work on the practice and used staff feedback to identify areas to improve. As a result, they created a new staff room and a bigger dispensary. Dispensary staff told us of the positive impact it had made to their wellbeing. Staff felt supported to improve their well-being and were extremely positive about working at the practice. This was evident in the low turnover of staff and former employees returning.

The practice cared and prioritised the health and wellbeing of their staff. Staff were encouraged to provide feedback, raise concerns and suggest ways in which improvements could be made. The practice had participated in a staff wellbeing survey and the results showed the leaders cared about and promoted the wellbeing of their staff.