The Hollies Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We reviewed 1 quality statement in the Responsive key question, this included Equity in experiences and outcomes. The scores for the other quality statements are based on the previous rating for this key question. The practice understood the needs of its population and tailored the service in response to those needs.

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.

During the onsite visit, we spoke with 16 people who were using the service. Feedback provided by all 16 people about both the clinical and non-clinical team was positive. Staff treated people equally and without discrimination. The practice had a Patient Participation Group (PPG) and we saw minutes from a meeting held in February 2024 where changes in service delivery and management were discussed and views of the PPG members was sought. We were not provided with minutes from any previous meetings to this and the next PPG meeting was due in May 2024.

Leaders sought ways to address any barriers to improving people’s experience and worked with local organisations to address any local health inequalities. The lead GP told us that they plan and provide care to meet individual needs. For example, they had a dementia intensive team to conduct regular patient reviews, a social care and prescribing team and also conducted palliative care home visits. We were informed that the practice had raised chronic kidney disease awareness amongst patients in an effort to reduce the risk of people getting the disease. Staff we spoke with understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

The surgery was open from 8.00 am to 6.30pm Monday to Friday. Appointments were available from 8.00am to 11.20am and 3.30pm to 6.00pm Monday to Friday. No weekday evening appointments were available, patients could book appointments on a Saturday at a neighbouring GP surgery. There were processes to ensure people could register at the practice, including those in vulnerable circumstances such as homeless people and Travellers. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet. There was a carers notice board in the waiting area. For patients who were vulnerable, any changes to medication or treatment would be followed up after 7 days with a phone call to the patient, or their registered contact had permission been sought.