Addison House - Haque Practice Also known as Addison House 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

People were treated with kindness, empathy and compassion. The practice worked with other external organisations and was a veteran accredited practice. Patient feedback was collated and actioned. The practice word with their patient participation group to hear views of service users and encourage peoples suggestions for change. People told us they felt listened to and were involved in their care. People's wishes and preferences were understood and the provider maintained confidentiality.

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 national GP patient survey showed 49% of people found the reception and administration staff helpful. This was below the local and national averages. 59% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. This was below the national average, however, the practice had completed their own in house patient survey that showed increased patient satisfaction of 87% since December 2023.

Leadership feedback told us that there had been personnel changes in the last few years, including the amalgamation with another practice. They said that patient feedback had declined following the personnel changes and that they were working with the local patient participation group to increase patient satisfaction. The leadership team recognised practice changes take time to embed and although this was not yet fully reflected within the national GP patient survey, their own in house data was showing increases and the feedback they were receiving was positive.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

73% of patients felt their needs were met during their last appointment. This was below local and national targets. We received 67 positive comments from people about their experience of the practice and felt staff were "helpful" towards their needs.

There were 16 mixed patient NHS reviews left for the practice. The provider had responded to all these patients. Staff told us there were regular meetings which included staff feedback as an agenda item. When rolling out new changes at the practice, staff comments, ideas, thoughts and suggestions were noted and discussed. engage with staff and the patient participation group and felt the practice would listen to their comments and thoughts. Concerns and compliments were also welcomed during staff meetings.