Prospect Surgery: A Beacon of Excellence in Patient Care

Blog - 19 August 2025

Jayne Henderson, Practice Manager at Prospect Surgery, nominated the practice and its dedicated team for a Spotlight Award in recognition of their outstanding commitment to patient care. She shared:

"At Prospect Surgery, excellence isn’t just a goal—it’s a standard. Managing this practice is a privilege, thanks to the unwavering dedication and compassion of every team member. From reception to clinical care, our staff consistently go above and beyond to ensure every patient receives the best possible experience when they contact or visit the practice".

A Culture of Continuous Improvement

Since receiving the Healthwatch Special Recognition STAR Award in 2023, our team has embraced the accolade not as a finish line, but as a launchpad. The award ignited a renewed determination to not only maintain our high standards but to elevate them even further. The results speak for themselves.

Cervical Screening Success: Our figures have soared, earning recognition from Public Health, who have invited one of our team members to contribute to their website content and practice guidance.
Productivity Gains: Across departments, we've streamlined processes and improved efficiency without compromising care.
Innovative Outreach: We launched a pioneering project to support our housebound patients—making us the only practice in the North East of England to do so.

Supporting Our Housebound Patients

Understanding that care shouldn't stop at the surgery doors, we empowered our Practice Nurses to visit housebound patients in their spare time. These visits included:

Completing outstanding blood tests and annual chronic disease reviews
Administering immunisations
Identifying and recording details of carers, social workers, and health visitors
Providing tailored information on housing, benefits, and social support
Leaving behind bespoke care packs with condition-specific resources and contact details

This initiative has made a tangible difference in the lives of some of our most vulnerable patients, ensuring they feel seen, supported, and cared for.

Outstanding Survey Results

The NHS Patient Survey results, released on Monday 14 July 2025, confirmed what we already knew: our patients value the care we provide. With an overall satisfaction score of 89%, and a remarkable 99% for our Reception and Admin team, we are proud to be setting the benchmark for patient experience.

Looking Ahead

As the manager of Prospect Surgery, I am incredibly proud of our achievements. Our team’s commitment, creativity, and compassion deserve recognition—not just for what we’ve accomplished, but for the spirit in which we continue to serve. We remain dedicated to improving lives, one patient at a time.