Our mission is uncomplicated. We are dedicated to providing our patients with excellent health care, and offering our staff a safe, happy, enabled working environment that values learning and development.
We aim to centre our approach on the five, core, CQC values and endeavour to use these in our decision-making and planning. We believe all staff who are employed by, or work within Nuffield House Surgery, are valuable and each and every one has a rôle to play. Although we may be employed by Nuffield House Surgery, we all work for the patients.
Care is our core business and the care we deliver helps the individual person and improves the health of the whole community. Caring defines us and our work. People receiving care expect it to be right for them, consistently, throughout every stage of their life. We have teams of both clinical and non-clinical staff who look after our different groups of patients from birth to end of life. These include patients with long-term conditions, the frail and elderly, pregnant mums, new births and under 5’s, those with all forms of mental illness and/or learning disabilities, patients with cancer and those in nursing homes and hospices. We hold weekly and monthly multidisciplinary meetings with professionals from both health and social care. We train our teams to be aware, and to care navigate patients to the most appropriate clinicians.
Communication is central to successful caring relationships and to effective team working. Listening is as important as what we say and do and essential for “no decision about me without me”. Communication is the key to a good workplace with benefits for those in our care and staff alike.
We are aware of how much trust you put into your GP surgery. We highly value this trust. We have robust child and adult safeguarding protocols which are followed rigorously and reviewed regularly. This applies also to our prescribing monitoring. We hold weekly clinical meetings, audit our clinical findings and hold significant event reviews to ensure patient safety and learn how to do things better if things don’t go as planned. Competence means all those employed by Nuffield House Health Centre must have the expertise, clinical and technical knowledge to deliver effective care and treatments based on research, best practice and evidence.
Compassion is how care is given through relationships based on empathy, respect and dignity – it can also be described as ‘intelligent kindness’, and is central to how people perceive their care. We respond to the need for change – either through changes directed from above, or through liaison with our Patient Participation Group. We also use the Friends and Family survey, as well as our own in-house developed questionnaire to listen to patient’s suggestions. By being creative and innovative, we aim to keep fresh and make us an attractive place to work thereby appealing to high calibre staff.
You can be assured of receiving help from our team on the day and we have improved our telephone access to enable this. We review our appointment availability weekly to ensure that we are offering the correct ratio of appointments to our patient list size. At times, like during winter pressures, this will be put to the test but we look at all ways of coping with the demand. We have introduced increased telephone and video consultations and are improving the skill mix of doctors and nurses to make sure you see the right clinician for the right problem at the right time. We use our website to help and inform our patients of changes.
Being well led we feel is key to ensuring you are well looked after. Our experienced management team produce and review policies and protocols to help us deliver consistently safe care. These are available to everyone at Nuffield House Surgery both in hard copy and electronically on the practice intranet. Our Nursing, Administration and Reception Team Leaders meet weekly with the Practice Manager and open form of communication supports the on-going development of the teams and individuals.
Clinical and non-clinical staff have to complete e-learning annually on mandatory subjects as well as those relevant to their individual roles. West Essex Clinical Commissioning Group (WECCG) also provides protected learning time events throughout the year. Dates of these Time to Learn Events are posted on our website as we close in order for everyone to attend. During this time our patients are looked after by the Out of Hours Service.
Primary Care Networks (PCN’s) are groups of local practices working together and pooling resources to provide consistently high healthcare to their local communities. PCN’s have been instrumental in providing practices with Social Prescribers, Community Pharmacists and First Contact Practitioners (physios) who are able to see patients who would, otherwise, been seen by a GP. In the near future they are hoping to employ paramedics who will help to improve the skill mix of practices.
Vision (where we see ourselves in the future)
- To work in partnerships with our families and carers on promoting optimal health and preventing disease whilst continuing to provide best practice high quality care.
- To be a learning organisation and to extend the learning to others locally by shared learning through significant event analysis.
- To provide all of our service users and staff with a safe and welcoming environment and one that works on a sound financial basis.
- To adapt to the increasing number of patients who have multiple long term conditions (multi morbidity) either in the community or at home.
- To work towards more collaboration and co-ordination across boundaries, with less fragmentation of care.
- To seek out advances in technology to the advantage of our service users.
- Have a strong leadership position in the care we deliver within our locality