Medlock Vale Medical Practice

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

Feedback received from patients was mixed in relation to how their care and treatment was received. However, we found that the practice had reviewed all information received from patients and was making changes to improve patient experience. We observed staff treating people with kindness and respect and noted that training in customer service had been implemented. Changes were being made to the reception and administration teams and additional staff had been recruited. Staff were being supported to be effective when dealing with patient’s wellbeing and communication 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.

The national GP patient survey showed patient experience was below national averages. However, feedback from patients during the assessment was mixed. Some patients felt they were not well supported and that their care and treatment was sub-standard. However, there was also feedback where patients felt treated with dignity and respect, they felt listened to and able to ask questions about their treatment.

Staff had received training in equality and diversity and information governance. The provider responded to people’s needs and took complaints seriously. They kept a log of all complaints including negative comments which were also used to review themes and trends to drive improvement. Staff told us they attended regular team meetings where they were able to raise concerns and felt listened to if they did. All staff reported a ‘team’ culture and all said that they felt very supported by the GPs and the practice manager.

The provider, lead GP, managers and staff were well aware of different needs of the patient population at the practice and patients were well known to staff. We observed staff to be friendly and helpful with patients at the desk and on the phone during the site visit. Staff had received training in equality and diversity and information governance. The provider responded to people’s needs and took complaints seriously. They kept a log of all complaints including negative comments which were also used to review themes and trends to drive improvement.

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.

The latest national GP patient survey results showed that 82.6% of patients had confidence and trust in the last healthcare professional they saw or spoke to (national average 93%).

Leaders told us that the practice took complaints seriously. They kept a log of all complaints including mumbles and grumbles to review themes and trends. The practice manager told us they would speak to any patient who was not happy and would phone them or invite them in to discuss their concerns. We reviewed 2 complaint responses during the site visit and found these had been handled appropriately. The complainants had received an apology where necessary, explanation and information on the actions taken as a result. Staff had a complaints leaflet they could give to patients. This included details of what to do if they were not happy with the response they received from the practice with regard to their complaint. Leaders had completed a review of the GP national patient survey results and had implemented changes as a result. For example, review of the appointment system. Staff told us that they also used the national friends and family test to gain patient feedback.

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.