Neston Surgery

Updated 11 December 2024

This assessment was carried out on 21 and 23 January 2025. Neston Surgery is a GP practice which provides a range of primary medical services from its location Neston Surgery, Little Neston, CH64 4BN. The practice delivers service to approximately 8,900 patients under a contract held with NHS England. The provider is registered with the Care Quality Commission to provide the following regulated activities; diagnostic and screening procedures, maternity and midwifery services, family planning, surgical procedures and treatment of disease, disorder or injury. We assessed all five key questions to establish if the services provided are safe, effective, caring, responsive and well-led. We rated all key questions as good and the service rated as good overall. The National General Practice Profiles states that the practice has a higher than average older patient population. Information published by the Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8th decile (8 of 10). The lower the decile, the more deprived the practice population is relative to others. The service had a good learning culture. The premises were clean and well-maintained, and risks had been assessed and mitigated. There were sufficient numbers of staff with the right skills, qualifications and experience. Staff managed medicines well overall. Care and treatment was provided in line with best practice guidance. People who used the service were treated with kindness and compassion and staff protected their privacy and dignity. People could access the service readily. The provider worked to reduce health and care inequalities. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Leaders and staff had a shared vision and culture based on listening, learning and continuous improvement.

Updated 11 December 2024

The provider encouraged and used feedback from people who used the service to make improvements. Feedback we reviewed showed that patient experience of the service was very positive. The results of the National GP Patient Survey were higher than local and national average scores for patient satisfaction. The results showed that patients felt positive about their overall experience of the service; patients felt listened to, treated with care and concern, involved in decisions about their care and treatment, and had confidence and trust in the healthcare professionals. Recent results from the NHS Friends and Family Test, showed people were positive about their experience of the service. There was an active Patient Participation Group (PPG) who represented the views of people using the service. A representative from the PPG told us that the provider listened and made changes in response to patient feedback. People who used the service were invited to provide feedback directly to CQC. The vast majority of responses we received were highly positive and included comments that indicated that people felt listened to, they had been provided clear information to make an informed decision about their care and treatment. Staff were described as ‘efficient’, ‘professional’, ‘thorough’ and ‘empathetic’. People told us they were referred on for further tests and investigation in a timely manner. The service received low numbers of written complaints and both verbal and written complaints were investigated and used to drive improvement. The provider had taken action to improve the complaints process in response to our findings.