Waverley PMS

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 a total of 2 quality statements from this key question. We have combined the scores for these areas with scores based on the rating from the January 2019 inspection, which was good. Our rating for this key question remains good. Feedback from patients was positive about how they were treated by practice staff. We observed positive interactions between staff and patients.

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 national GP patient survey published in July 2023 showed patient satisfaction with 3 indicators relating to kindness, compassion and dignity was below national averages. Data showed: • 65.1% of patients 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. • 67.7% 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. • 58.8% of patients responded positively to the overall experience of their GP practice. The same survey showed patient satisfaction with a further indicator to be in line with national averages: • 91.8% of patients stated that during their last GP appointment they had confidence and trust in the healthcare professional they saw or spoke to. Following our site visit the national GP patient survey results for 2024 were published. The questions asked in the survey had changed since the previous year; satisfaction across the 4 indicators relating to kindness, compassion and dignity were in line with local and national averages. Where comparable, satisfaction across the indicators had increased since the previous survey. Data showed: • 82% of patient said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. • 88% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. • 71% of patients described their overall experience of this GP practice as good. • 94% of patient had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment. We spoke with 3 patients as part of this assessment. All reported positive experiences with the practice and said they were treated with care, compassion and dignity.

Leaders at the practice told us they collected patient feedback via the use of the Friends and Family Test. At the time of our assessment we did not see evidence of analysis or learning from the data gathered.

During our site visit we observed staff interacting with patients in person and on the telephone. We found staff to be respectful of privacy and confidentiality and observed staff speaking with kindness to patients. There were signs advising chaperones were available. There were rooms available for patients who wanted to speak to a receptionist away from the waiting area.

The national GP patient survey published in July 2023 showed patient satisfaction with the indicator relating to treating people as individuals to be lower than the national average. Data showed that 77.8% of respondents stated that during their last GP appointment they were involved as much as they wanted to be in decisions about their care and treatment. Following our site visit the national GP patient survey results for 2024 were published. The questions asked in the survey had changed from the previous year. Satisfaction with the indicator relating to treating people as individuals was in line with national averages. Data showed 91% of patients said they were involved as much as they wanted to be in decisions about their care and treatment.

Staff told us patients were asked during registration if they were carers; this information was then recorded on patient records. Recently bereaved patients were sent condolence cards and signposted to appropriate support.

There was a hearing loop in reception. Translation services were available, a number of staff spoke multiple languages which meant that people who did not speak English could be supported to access services. There was an option to book double appointments for patients who needed more time in their consultations. Information leaflets were available including information for people who were carers and details of how to access bereavement support.

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.