The Care Quality Commission (CQC) has upgraded the rating of Pendeen Surgery in Ross-on-Wye, Herefordshire, from good to outstanding following an inspection in July.
Pendeen Surgery, which is run by an organisation of the same name, delivers services to around 8,900 people in the local area.
The inspection was carried out as part of CQC’s continual checks on the safety and quality of healthcare services.
CQC has rated Pendeen Surgery as outstanding for how caring and responsive it is, upgraded from good. Safe, effective and well-led were re-rated as good.
Andy Brand, CQC deputy director of operations in the Midlands, said:
“When we visited Pendeen Surgery, we found a well-established and inclusive culture, committed to providing better outcomes for people and the wider community.
“Everyone in the practice was committed towards its vision of working in partnership to provide a caring and quality service, under which leaders had established a set of values dedicated to providing a safe and kind environment for people and staff.
“Staff pro-actively encouraged people to give feedback, with leaders taking meaningful action in response to this to make improvements. Incidents were thoroughly investigated by managers and people and staff both felt supported to raise concerns.
“It was great to see any concerns were taken seriously and acted upon quickly. For example, in response to people’s feedback about the safe use of hand dryers for people with learning disabilities, staff immediately designed a picture poster showing a person moving their hands up and down to help avoid burns.
“We found staff treated people as individuals and actively involved them in their own care, giving them choice and control over their treatment and wellbeing. Staff went above and beyond to make sure people felt valued, sending condolence cards to families going through a bereavement and offering people who were carers health checks and flexible appointments.
“Staff also established links with the local community, identifying young carers and working closely with a local high school and college to offer talks and events to explain the support on offer for them.
“Overall, leaders and staff should be incredibly proud of the care they provide and the culture they have implemented, which is clearly appreciated by people and the local community.”
Inspectors found:
- People’s care plans reflected their physical, mental, emotional and social needs and information was provided in a way that was easy for them to understand.
- Staff responded to people's needs in the moment and acted to minimise any discomfort, concern or distress.
- Staff supported people to plan for important life changes so they could have enough time to make informed decisions about their future, including at the end of their life.
- Staff involved people in reviews of their medicines and helped them understand how to manage their medicines safely.
- Leaders and staff worked with people and healthcare partners to establish and maintain safe systems of care.
- The practice facilities were fully accessible to people. The building was step-free, with full access for wheelchair users and consultation rooms were on the ground floor.
- Leaders prioritised staff wellbeing and understood a healthy, supported team was essential to delivering high quality care to people.