Billinge Medical Practice

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• 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 all 5 of the quality statements from this key question. Our rating for this key question has improved from requires improvement to good. At this inspection the provider had taken action to assure themselves that the changes they had introduced were having an effect on patient experiences. The provider had introduced systems to seek, monitor and act on patient feedback and evaluate the action taken. We saw that people were treated with kindness, compassion and dignity. Staff treated people as individuals and promoted their independence, choice and control. The practice was responding to people’s immediate needs. There were systems and processes to ensure workforce well-being and enablement.

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.

Feedback from people via the NHS website, Patient Participation Group (PPG) representatives, Healthwatch survey and the practices own surveys were overall positive. It showed people felt they were treated with kindness, compassion and dignity in their care and support, and they felt that staff listened to them and were helpful. There had been an improvement in patient feedback following the National GP Survey which was carried out shortly after the current provider began operating the service. Following a number of changes to staffing and access to appointments the PPG carried out a further survey in July 2024. Findings showed:- 72% of respondents to the National GP Survey found the reception and administrative staff helpful compared to 95% of respondents to the PPG survey. 67% of respondents to the National GP Survey stated that during their most recent appointment the healthcare professional was good at listening to them compared to 94% of respondents to the PPG survey.

The provider took action to assure themselves that the changes they had introduced were having an effect on patient experiences. Staff and leaders told us how they identified people’s needs to ensure they could be appropriately supported. There were policies and procedures for staff to follow to ensure information about people was treated confidentially, as well as to respect their privacy. There was a culture of respect towards patients and colleagues from other organisations.

We observed staff treating patients with kindness and respect. Staff displayed understanding and a non-judgemental attitude towards patients. People’s privacy and dignity was respected and upheld. There was a culture of kindness and respect between colleagues.

Feedback from people who used the service did not include specific feedback on being treated as individuals. However, people did report that their needs were met at their last appointment. The National GP Survey carried out from January 2024 – March 2024 indicated 90% of people felt their needs were met and the survey undertaken by the PPG In July 2024, which had feedback from five times as many patients as the National Patient Survey indicated 95% of patients felt their needs were met.

Staff and leaders told us that people’s individual needs and preferences were understood and reflected in their care, treatment and support. Staff understood and respected the personal, cultural, social and religious needs of patients. The non-clinical team had completed training in customer care.

Staff had received training and guidance in identifying and supporting the individual needs of people. The practice had systems and processes to ensure people’s communication needs were met, to enable them to engage in their care and treatment, and for them to be supported to maximise their experience and outcomes. For example, we saw that alerts were placed on people’s records to indicate any support they may need to attend an appointment. Information about patient health promotion such as national screening programmes and immunisations and vaccines were available in languages and formats that reflected the patient population. Information about support services was available for patients to refer to that would meet their individual needs, such as services for people with poor mental health.

Feedback from people who used the service indicated they felt their independence, choice and control were promoted. The National GP Survey carried out from January 2024 – March 2024 indicated 82% of people were involved as much as they wanted to be in decisions about their care and treatment. The survey undertaken by the PPG In July 2024, which had feedback from five times as many patients as the National Patient Survey indicated 93% of patients were involved as much as they wanted to be in decisions about their care and treatment.

Staff and leaders told us how they supported people to have choice and control over their own care and to make decisions about their care, treatment and well-being. Staff helped patients and their carers find further information and access community and advocacy services to support their individual needs.

There were systems in place to ensure peoples records were kept up to date with information that supported them to access care and treatment. People were given the information and access to services they needed to make a choice about and be involved in monitoring and managing their own health. For example, people had access to appropriate health assessments and checks. The practice supported national priorities and initiatives to improve the population’s health, for example, stop smoking campaigns and tackling obesity.

Feedback from people who used the service indicated they felt listened to, were treated with care and concern and had confidence and trust in the clinicians. The National GP Survey carried out from January 2024 – March 2024 indicated 70% of people said the healthcare professional they saw was good at treating them with care and concern. The survey undertaken by the PPG In July 2024, which had feedback from five times as many patients as the National Patient Survey indicated 93% of patients said they were treated with care and concern. The National GP Survey indicated 83% of people said they had confidence and trust in the clinician they saw or spoke to. The PPG survey found 96% of people responded positively to this same question.

Staff and leaders told us how they responded to people’s immediate needs. Training, guidance and standard operating procedures were in place to ensure that patients needs’ were prioritised and to identify patients who required urgent attention or referral. People’s records reflected how their needs were to be met and indicated people who may need an immediate response from the service, such as patients who were receiving care at the end of their lives. Urgent referrals were followed up to ensure that patients had received an appointment.

People received safe, effective and person-centred care as the provider recognised and met the well-being needs of staff. These included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff told us they felt valued and supported by their leaders and their colleagues. They felt able to contribute to decision making about how the service operated and that their opinions would be listened to.

There were systems and process for staff and people to have regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. If necessary, leaders provided a timely and considered response. There were systems to ensure staff were appropriately supported and had access to personalised support that recognised the diversity of the workforce.