Drs Leung, Mallick, Sherrell & Hobbs

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. We assessed and inspected one quality statement, Staff wellbeing and enablement under the Caring key question. During our assessment of this key question we found the practice promoted the wellbeing of staff and supported them to deliver person-centred care. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. If necessary, leaders provided a timely and considered response.

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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

Staff we spoke to told us they felt supported in their role and had access to training and development opportunities. Their work was reviewed to ensure it was of good quality and regular supervision sessions were available. Relevant new clinical staff or those clinical staff undergoing professional status such as GP registrars and Trainee Nurse Associates had assigned mentors such as GP’s and nurse leads. Access to clinical support and guidance via the GP partners and senior leadership team was described by staff as positive. Staff found the GPs provided their time and expertise to support them in their role and decision making. The practice had established values which encouraged an open culture, staff reported managers were approachable, they felt able to discuss their health and wellbeing impacting their job role where appropriate.

The practice carried out a staff survey in March 2024 and had reviewed and implemented actions to improve the service. We identified there was a 19% increase in staff ‘having helpful support and debriefing available’ compared with the previous survey. There was a 16% increase in satisfaction to ‘having clear policies and procedures that support my work’. We saw examples of improvements to the processes to support staff wellbeing through increasing communication of service updates and changes, along with the ongoing circulation of weekly bulletins. The practice reviewed all policies and procedures which automatically sends updates to all staff via notifications. Risk assessments had been carried out on each premises site which encompassed health and safety of staff and patients, which included the consideration of lone working. We found weekly practice meeting minutes had a fixed agenda item for health and safety and staff wellbeing. We identified annual assessments were in place carried out by an external contractor, providing an independent review. We observed the latest assessments and there were no outstanding actions required. Staff were offered an employee assistance program (EAP) and the practice had access to occupational health services to support staff with their job roles.