The Care Quality Commission (CQC) has rated the care provided at Hindon Surgery as Outstanding overall, following an inspection in August 2016.
The service was rated Outstanding for being caring, responsive to people’s needs and well-led and Good for being safe and effective.
A full report of the inspection has been published.
Professor Steve Field, Chief Inspector of General Practice said:
“I am delighted to highlight the exceptional service at Hindon Surgery, people are entitled to services which provide safe, effective, compassionate and high quality care. The GPs and staff at Hindon Surgery have demonstrated a real commitment to their patients. All of this hard work and dedication pays off in making a real difference for their patients – which is why we have found this practice to be Outstanding. I hope other practices will see this as a model for excellent care.”
Ruth Rankine, Deputy Chief Inspector of General Practice in the South Region, said:
“It is clear Hindon Surgery is providing an excellent service and is a real asset to the people living in this part of Wiltshire.
“The practice had a clear vision, which had being responsive to people’s needs as its top priority and this is reflected in everything that they do. All staff had the experience, capacity and capability to prioritise safe, high quality and compassionate care.
“There was a strong desire to learn at the practice and to improve patient care and staff were engaged and committed to improving quality of care by learning from every opportunity and this was underpinned by their clear vision and strategy for the practice.
“This is a great example of what outstanding care looks like.”
The report highlights a number of areas of outstanding practice, including:
- The practice focused on person-centred care, with an ethos of providing a one stop surgery to reduce patient’s visits to the surgery and hospital. The Never Full Surgery service demonstrated their commitment to same day appointments.
- Worked closely with other organisations and with the local community. The practice established an Elderly Care Facilitator service in the locality who helped identify increased risk in patients aged 75 and over.
- The practice identified 131 patients as carers and commended them with the gold plus award for caring for carers by a local charity working in partnership with the local authority.
- There was a commitment to supporting and empowering patients to take responsibility for their health. They had developed a system for adding additional information on labels and repeat prescription, and the GP wrote up to three personal letters to all patients who did not attend a recommended screening.
- The practice responded to people’s individual needs and delivered services in the surgery rather than in a hospital to meet the requirements of people’s health needs. This in turn reduced costs for the patients and the NHS.
- When a family suffered a bereavement, their usual GP would attend the funeral when able, write a letter of condolence and meet with the family for support and to give them advice on how to find a support service.
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Staff were engaged and committed to improving the quality of care.
Ruth Rankine, Deputy Chief Inspector of General Practice, south region