The Hollies Surgery Also known as Vida Healthcare

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

Staff treated patients with kindness, respect and compassion. Feedback from patients was mixed about the way staff treated people.

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 practice respected patients’ privacy and dignity. A private room was available if patients were distressed or wanted to discuss sensitive issues. During our onsite visit we observed many examples of patients being treated with kindness and respect by practice staff.

The practice collected feedback directly from patients including using the family and friends test. The leaders told us they were proactive to gain up to date information and had engaged with Healthwatch to undertake a visit to the practice to speak directly with patients. Healthwatch produced a report which showed patients reported a positive experience in respect of caring shown by staff. The practice had reviewed all the feedback and had discussed with staff at practice meetings. They had an action plan to further improve the experience of patients and to improve the performance in respect of the GP patient survey data. The practice told us they were proactive in identifying patients who were carers to ensure that they received any support they may benefit from.

Results from the GP patient survey published July 2023 showed a lower percentage than the local and England average of patients stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them. It also showed a lower percentage of patients who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at treating them with care and concern. Patients and care home representatives we spoke with or received feedback from were positive about the kindness showed by staff to patients.

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.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.