Hamstreet Surgery

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• 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 practice monitored data and feedback related to patient’s experiences when accessing care at the service. Where negative feedback had been received or opportunities to improve were identified, the practice responded with changes designed to improve access and, patients’ experiences and satisfaction levels. New systems had been introduced within the last 12 months, which had been embedded. The practice were continuously monitoring systems and processes to ensure they operated consistently for all patients.

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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

The leadership, governance and culture are used to drive and improve the delivery of high-quality person-centred care. There is strong collaboration and support across all staff and a common focus on improving quality of care and people’s experiences. There are high levels of staff satisfaction. Staff are proud of the organisation as a place to work and speak highly of the culture. There are consistently high levels of constructive staff engagement. Staff at all levels are actively encouraged to raise concerns. We received completed staff feedback forms, in a range of roles including leadership, management, and support. All were clear about their roles and responsibilities. We also reviewed various meeting minutes. These demonstrated that staff communicated effectively within the practice and there were established processes to discuss risk, performance, and concerns. Meeting minutes also showed that staff were valued and wellbeing was a priority for leaders. They also demonstrated that the practice had a strong team to ensure they service delivered high quality care and would be sustainable for the future.

Governance systems and processes existed within the practice. For example, performance and risk was monitored and there were systems to receive feedback and complaints from patients. When new systems and processes were introduced, audits were completed to establish baselines and areas for improvement. We saw that audits, staff, patient and patient participation group feedback had been completed and considered. Leadership provided evidence to show that systems had been changed based on previous negative feedback received from patients in relation to having difficulty in accessing the practice and appointments. The practice had clear and comprehensive processes to receive feedback from patients, stakeholders and staff.

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.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.