Warwick House 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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. We assessed all the quality statements in the caring key question. This is the first inspection for this service since its registration with CQC. This key question has been rated as good.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff displayed understanding and a non-judgemental attitude towards people. Arrangements were in place to promote people’s privacy. Both waiting rooms had music playing so conversations could not be overheard. National GP Patient Survey data reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental or guardian involvement in managing their care and support. CQC received feedback from people showing staff were respectful and caring. One person told us “nurses, doctors and reception staff always make me feel respected [and] listened to despite how busy they clearly are”.

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 strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care. People’s wishes were recorded on their care record. There was a process to share these records with other local health and care professionals.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped people and their carers to access community-based services. The service displayed posters and leaflets containing information to support people to make healthier choices. The service website could be translated into a variety of languages to support people who did not speak English as a first language. Translators could also be booked to support these people to attend their appointments.

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. When phoning the service, people heard a pre-recorded message with information to direct them to a more appropriate service. For example, if someone was phoning due to a recent eye condition, they would hear information about symptoms and the contact details of approved opticians and could select this information to be sent to their phone. Staff reviewing appointment requests had access to guidance to help them identify the appropriate clinician based on the reported symptoms. Staff we spoke with knew the process for referring to emergency support, including symptoms that required urgent medical attention.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff told us they were supported and encouraged to further their learning in their areas of interest. Staff told us they felt valued by leaders. They reported being supported if they were struggling at work. Staff had regular supervision with their team leaders as well as annual appraisals to support their wellbeing, build relationships and provide a space for conversations.