The Hollies Surgery Also known as Vida Healthcare

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

The provider of the service Vida Healthcare operates 2 GP locations, Gayton Road Health and Surgical Centre and The Hollies Surgery. Both these locations share a central management and governance team. This assessment was for The Hollies Surgery. Leaders demonstrated that they understood the challenges to quality and sustainability. Staff reported that leaders were visible and approachable. Clear governance systems and processes were in place to demonstrate the practice was delivering safe care and treatment to their population.

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 practice had a clear vision and credible strategy to provide high quality sustainable care, and this had been developed with the involvement of staff, patients and external partners. Staff reported there was an open and honest culture within the practice and they felt able to raise concerns without fear of retribution. When people were affected by things that went wrong, they were given an apology and informed of any resulting action. There was an emphasis on the safety and well-being of staff.

Staff told us there was compassionate, inclusive and effective leadership at all levels. They told us this had improved over the past months with the development of team leaders, staff working across sites and more regular all staff meetings. Staff told us leaders listened to their feedback and shared some examples where changes had been. For example, improved storage of medical records.

Staff reported there was an open and honest culture within the practice and they felt able to raise concerns with the management team and leaders. The practice had access to a Freedom to Speak Up Guardian. Staff told us they knew who to contact and would, should they wish to raise any concerns.

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.

Staff told us there were clear responsibilities, roles and systems of accountability to support good governance and management. They told us they were clear about their roles and responsibilities and who to contact should they need advice or want to discuss any concerns. They had access to an overall organisational chart which identified the leaders and their roles. This included roles such as safeguarding, governance and performance. There were comprehensive assurance systems which were regularly reviewed and improved.

There was clear oversight and leadership from the partners within the practice and the management team. There were comprehensive assurance systems which were regularly reviewed and improved. This included those for managing risks for patients and staff such as fire safety. These were regularly reviewed and discussed at staff meetings. There were clear action plans in place to ensure risks identified were mitigated, actions completed and monitored to ensure they were sustained. Staff used data to monitor and improve performance. There were recovery plans in place to manage backlogs of activity and delays to treatment. The practice had recently experienced backlogs in workflow of communication information such as hospital letters. Through cohesive teamwork and employment of additional staff the backlog had been addressed. We did not see any backlog of outstanding work during our assessment. There were clear processes in place to manage any behaviour inconsistent with the vision and values. There were appropriate governance arrangements with third parties.

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.

There was a learning culture in the practice which staff and leaders actively participated in. Leaders had developed innovative programmes to support patients including the community support team and this was being further developed in response to the positive impact this demonstrated. We saw evidence of effective supervision, audit and training including the support given to staff to develop in new or extended roles. Staff talked positively about their experiences of joining the practice, moving to new roles and the ongoing support and development. We saw a newly developed programme of learning for staff using in situ simulation to improve competence and confidence in dealing with emergency situations. Feedback from staff was very positive regarding this and they felt that their response to an unwell patient would be improved leading to improved patient outcomes. The practice planned to further develop this to include other non-clinical emergency situations to increase their resilience.