Our mission is to deliver outstanding, patient-centred care within a safe and respectful practice environment.
We protect and value our staff, and we support patients to take shared responsibility for their health through informed choice, prevention, and partnership.
We will do this by:
- Acting with integrity and complete confidentiality at all times in accordance with the Core Standards, which also form the basis for staff appraisals
- Ensuring that all staff feel totally comfortable in raising any concerns they may have at any time, confident that they will be listened to and their concerns acted upon
- Providing the highest possible standards of care to each of our patients and being committed to our patients’ needs
- Focusing on prevention of disease by promoting health and wellbeing and offering the appropriate care and advice to our patients
- Encouraging patients to consider lifestyle changes that would improve their general health and well-being
- Working in partnership with our patients, their families and carers towards a positive experience and understanding, involving them in all aspects of their healthcare and ensure they understand any treatment or investigation being offered
- Investing time and resources into regular staff wellbeing activities and events
- Encouraging our patients to communicate with us including by joining our Patient Participation Group (PPG), talking to us, participating in surveys, and feeding back on the services we offer
- Providing a monthly summary and overview of feedback received from patients to our staff in order to both recognise our staff’s contribution to patient care, but also try to learn from any adverse feedback received
- Being courteous, approachable, friendly and accommodating, in accordance with our Mission Statement and Core Standards applicable to all our staff
- Strive for continuous improvement as a patient-centred service through decision-making and communication
- Providing a multidisciplinary healthcare team with a wide mixture of skills in order to provide excellent service provision and use of resources
- Ensuring all healthcare professionals at the practice meet the required standards and maintain a programme of continuous professional development through continuous learning and training
- Ensuring effective and robust information governance systems
- Having robust systems in place, which are reviewed regularly for the production of prescriptions, medication handling and safe storage of stocked medicines
- Ensuring the premises in which our staff work are safe, clean and well-maintained
- Rigorously maintaining a high level of equipment cleanliness and generally throughout the premises to protect patients and staff against infection
- Regularly inspecting and maintaining equipment and premises to ensure they are safe and fit for purpose and take action to remedy any issues which arise
- Ensuring relevant staff are trained and competent to use of any equipment required for them to carry out their job
- Undertaking the necessary employment checks and following local procedures to protect vulnerable children and adults
- Maintaining and promoting an organisational culture where all staff and patients are treated with respect and dignity, in accordance with the Practice Core Standards
- Recruiting, retaining and developing a highly motivated and appropriately skilled workforce
- Ensure that equality and diversity is respected by all staff
- Investigating and responding to complaints and suggestions to strive to continually enhance patient experience and to learn from any errors, aiming to avoid repeat errors in future
- Having a zero tolerance of all forms of abuse
- Planning for and maintaining access to the practice’s services in the event of foreseeable threats which may affect service availability such as weather, failure of utilities or equipment, staff availability and damage to premises
- Ensuring that the practice operates on a financially sound and sustainable basis