Elliott Chappell Health Centre Also known as St Andrews Surgery

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

We assessed 2 quality statements from this key question. We have combined the scores for this area with scores based on the rating from the last inspection, which was good. Our rating for this key question remains good. We found staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this. The service provided us with positive information from patients, via surveys and compliments about how caring the practice was. The NHS friends and family information was mostly positive.

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 receive any direct feedback from members of the public regarding this service. Data we looked at showed: Patients who stated that the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them (01/01/2023 to 30/04/2023) 69.8% national average 85%. The provider assured us by sharing current data with us that the latest figure was now 80%. 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 66% national average 83.8%. The provider assured us by sharing current data with us that the latest figure was now 78%. Patients who stated that during their last GP appointment they had confidence and trust in the healthcare professional they saw or spoke to 82.7% national average 93%. The provider assured us by sharing current data with us that the latest figure was now 92%.

We did not observe any evidence poor care during this assessment.

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 received feedback from staff in the form of questionnaires which were all positive. Staff told us that there was a good positive atmosphere and they all worked well together. They also told us that management and clinicians were all very approachable and operated an open-door policy. The provider had introduced a private health scheme for all staff for example GP, optical and dental support services.

The provider sent us staff rotas and the number of staff in post. The service had a whistleblowing and freedom to speak up policy and the staff had access to a freedom to speak up guardian within the PCN.