Our current view of the service
Updated
25 January 2024
The Hollies Surgery is an NHS GP practice which provides primary care services to patients in Downham Market, Norfolk. We carried out an announced assessment of 25 quality statements during the period 25 January 2024 to 8 February 2024.
Overall, the practice is rated as good, with all key questions rated as good. We carried out the assessment as part of our work to understand how the practice meets the regulations to provide care and treatment to patients. We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know staff are carrying this out whilst the demand for general practice remains exceptionally high, with more appointments being provided than ever.
Note: The provider of the service Vida Healthcare operates 2 GP practice locations and is registered with the Care Quality Commission, Gayton Road Health and Surgical Centre and The Hollies Surgery. Both these locations share a central management and governance team. This assessment is for The Hollies Surgery.
People's experience of the service
Updated
25 January 2024
Feedback from people, relatives and professionals who worked closely with the service was mostly positive. Some indicators in the GP Patient Survey published 2023 showed some lower performance data. The practice used this, along with feedback they collected via Healthwatch, the Family and Friends Test and complaints to develop systems to improve the patient experience. Where the feedback was negative, the practice reviewed the feedback, from whatever source, responded to the patient and where possible made changes. People told us that they felt involved in decisions about their care and treatment. People told us they felt their individual needs were appropriately assessed and fully understood by practice staff. People told us they felt empowered by the practice staff to give their views and felt the practice supported their rights to equality and their human rights. Most people told us they had timely access to care and treatment and were treated with dignity and respect. The practice was proactive in ensuring there was equity in access, experience and outcomes for their patients.