Fir Tree Medical Centre

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

Caring – this means we looked for evidence that people were treated with kindness, compassion and dignity. At our last assessment in January 2023, we rated this key question as requires improvement. At this assessment the rating has changed to good.

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 service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued by their leaders and their colleagues, and they were able to contribute to decision making. Leaders recognised and met the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff had the opportunity to provide feedback, raise concerns and suggest ways to improve the service of staff experience during staff meetings. Leaders acted on concerns about staff health and wellbeing promptly and effectively. Staff told us they had been supported when they were struggling at work.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s abilities, culture and unique backgrounds and protected characteristics.

People were supported to have choice and control over their own care, and to make decisions about their care, treatment and wellbeing. The percentage of respondents to the GP patient survey who stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment was 79%, which was below the national result of 91%. There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment. Staff helped people and their carers to access community and advocacy services.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff were trained to identify and signpost people requiring urgent attention. People presenting with symptoms which could indicate serious illness were followed up in a timely and appropriate way. Staff knew the process for referral to emergency support, including mental health crisis teams.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued by their leaders and their colleagues, and they were able to contribute to decision making. Leaders recognised and met the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff had the opportunity to provide feedback, raise concerns and suggest ways to improve the service of staff experience during staff meetings. Leaders acted on concerns about staff health and wellbeing promptly and effectively. Staff told us they had been supported when they were struggling at work.