Roysia 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

The practice team aimed to positively welcome every patient and took opportunities to engage patients when they visited the practice, discuss local services, promote health promotion, and use an opportunistic approach to encourage screening or immunisations. The reception team, clinicians, and manager were able to recognise when patients were struggling, seemed unwell, and needed additional support. The practice actively sought opportunities to engage patients when they visited the practice to identify any needs they may have and discuss local services, and health promotion and encourage screening or immunisations for 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.

We reviewed the national GP patient survey 2024 and saw 80% of patients reported the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment This was below the national average. However, following the results from this survey, the practice had unratified data which demonstrated 84% of patients felt the practice were caring during their appointments.

We found the practice treated people with kindness, empathy and compassion and respected their privacy and dignity. Information collected from staff interviews and questionnaires showed that the practice is caring for the patients. Staff and leaders were confident that care and promoting dignity and respect for people who used the service was at the heart of the practice ethos. All clinic rooms were equipped with lockable doors and curtains and it was common practice that doors were locked when carrying out procedures. Staff spoke to people who used the service with kindness and respect.

The provider has signed up to become early adopters for transgender and non binary cervical screening invitations. The feedback from people for this programme was that they felt listened too, understood and it eased the process for cytology screening. The provider collected monthly feedback with an average of 67% of people who would recommend this service each month and we saw the practice led patient feedback for October 2024, there was 66% of people who had said they had received exceptional care, while 16% of people had said it was extremely good care given.

All areas of work undertaken by the provider were based around providing care in a way that best met the individuals’ needs. There was a strong focus on improving health and access to health services including for vulnerable patients and those at end of life. People were truly respected and valued as individuals and were empowered as partners in their care, practically and emotionally, by an exceptional and unique service. Many of the comments left by patients included that they valued the service.

The provider collected feedback from patients to help monitor how caring their service was and to drive further improvements. Patient feedback about the service overall and about staff was extremely positive with patients describing the service as excellent from start to finish. Where feedback was less positive, the provider used this feedback to further improve quality. During the inspection we were told of projects that had arisen directly as a result of responding to patient feedback. For example, introducing a call back function for the telephone. This had reduced the length of time patients were held on the telephone line. Practice data showed since this implementation, there had been an average of 85% reduced waiting times on hold.

We reviewed the national GP patient survey data 2024 as part of our assessment and saw 88% of people said that they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. 87% felt their needs were met during their last general practice appointment and 85% felt the healthcare professional they saw had all the information they needed about them during their last general practice appointment. The service received feedback from patients which consistently reported all staff they engaged with were kind and compassionate. They described staff going the extra mile to ensure patients were cared for in a respectful way.

Staff were fully committed to working in partnership with their patients and empowering them to be active partners in their care. Staff recognised that patients needed to have access to, and links with, their advocacy and support networks in the community. They had developed good links with other organisations and supported people to access these where appropriate. Staff found innovative ways to enable patients to manage their own health and care when appropriate. This supported patients to maintain their independence as much as possible. Staff demonstrated they understood the importance of this for the patients they cared for. Patients felt really cared for and that they mattered to the staff providing the service. For example, the work around diabetes, obesity and chronic kidney disease.

The provider, as part of the Meridian PCN, had just employed a community matron to support frail and elderly patients. A monthly meeting was held to review patient feedback with the registered provider board members, and the findings would decide what changes were required to meet patient expectations. Easy read and pictorial materials were widely available on the practice website to read, download and print out. Patients with a hearing impairment would be given text messages, and written information and offered a British Sign Language (BSL) interpreter for appointments and routine communication with the practice. Translator services were utilised for communicating better with patients and the practice used a computerised system to translate messages into the patients’ home language.

Patients with any medical conditions that could affect accessibility or that needed to be identified as requiring higher levels of care had been ‘tagged’ on the patient records system. We saw evidence of the patient records system ‘tags’ which included dementia, carer, has a carer, veteran, homeless and traveller populations. Staff explained they regularly monitored patients assigned a tag. There were innovative approaches to providing integrated person-centred pathways of care, for example, there were designated clinics, such as Chronic Kidney Disease and Diabetes and vulnerable patient services which involved other service providers such as district nurses, health visitors and social workers particularly for people with multiple and complex needs.

Staff were positive about working at the practice. They were appreciative of the processes to support them at work. Staff met together each day for a coffee break for which the provider arranged for coffee and snacks to be prepared. Positive comments were made regarding this and the improved team relationships which had been built. Social events to promote team building and bonding had been implemented and staff said these had been positive experiences and were well attended.

The provider had undertaken an audit review of their clinical requirements and had employed a phlebotomist to offer an additional 114 people a phlebotomy appointment per week. This had commenced from September 2024 and feedback had been positive from both staff and patients who welcomed this new service.