Manor and Park Group Practice

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

The national GP patient survey showed patient experience was below national averages. However, patients we spoke with during the assessment reported that they were treated with kindness, dignity and respect, they felt listened to and able to ask questions about their care. We observed staff to be friendly and helpful with patients at the reception desk and on the telephone. Staff had received training in equality and diversity and information governance. We observed the environment to be suitable, there were privacy curtains in clinical rooms and trained chaperones were available when required. The provider responded to people’s needs and took complaints seriously. They kept a log of all complaints including negative comments which were also used to review themes and trends to drive improvement.

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 observed staff to be friendly and helpful with patients at the desk and on the phone during the site visit. We observed clinical rooms to have privacy curtains and staff who carried out chaperone duties were trained for the role and had received a disclosure and barring (DBS) check. The chaperone policy did not reflect current practice. The practice manager told us this would be reviewed.

Staff had received training in equality and diversity and information governance. Staff told us they attended regular team meetings where they were able to raise concerns and felt listened to if they did. All staff reported a ‘team’ culture and all said that they felt very supported by the GPs and the practice manager.

People we spoke with during the site visit told us they felt they were treated with care and concern by all staff. They all said they felt listened to and able to raise concerns and ask questions. All said they were treated respectfully and were happy with the care they received. The latest published national GP patient survey data showed 83% of patients who undertook the survey had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment (national average 93%) and 69% said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment (national average 84%).

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.

The latest national GP patient survey results showed that 82.6% of patients had confidence and trust in the last healthcare professional they saw or spoke to (national average 93%).

Leaders told us that the practice took complaints seriously. They kept a log of all complaints including mumbles and grumbles to review themes and trends. The practice manager told us they would speak to any patient who was not happy and would phone them or invite them in to discuss their concerns. We reviewed 2 complaint responses during the site visit and found these had been handled appropriately. The complainants had received an apology where necessary, explanation and information on the actions taken as a result. Staff had a complaints leaflet they could give to patients. This included details of what to do if they were not happy with the response they received from the practice with regard to their complaint. Leaders had completed a review of the GP national patient survey results and had implemented changes as a result. For example, review of the appointment system. Staff told us that they also used the national friends and family test to gain patient feedback.

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.