South Hornchurch Medical Practice

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

We looked for evidence that the practice involved people and treated them with compassion, kindness, dignity, and respect.

This is the first inspection for this provider following its registration with CQC in July 2021.

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.

Feedback showed staff treated patients with kindness, empathy, and respect for their privacy and dignity. Measures were in place to protect patient privacy. National GP Patient Survey results confirmed patients felt listened to and treated with compassion. Staff demonstrated understanding of consent, including Gillick competency. (A process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.)

Peoples feedback demonstrated staff provided personalised care that met patients’ needs and preferences, considering their abilities, culture, and protected characteristics. Communication needs were met, enabling patients to be involved in their care. Notices displayed offered patients a chaperone service. Staff had completed training to enable them to support people with specific needs. Such as people with dementia, autism or a learning difference.

Peoples feedback showed staff helped to ensure individuals understood their rights and had choice and control over their care and wellbeing. Staff also helped patients and carers access advocacy and community practices.

Peoples feedback confirmed staff listened to and understood patients’ needs and wishes, responding promptly to minimise discomfort or distress. A triage system helped to ensure timely access for those with urgent needs. Staff were familiar with referral pathways, including mental health crisis support.

Leadership supported staff wellbeing and staff told us this enabled them to deliver person-centred care. Staff had access to an occupational health service. In addition, leaders ensured that all staff did not work alone at the service. Staff told us they felt valued, and leaders took steps to meet wellbeing needs by providing appropriate resources, regular breaks, and safe working environments.