ELM Alliance @ Park Surgery

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.
This is the first inspection for this service since its registration with CQC. This key question has been rated as Good.
 

This service scored 80 (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. Arrangements were in place to promote patients’ privacy. As an enhanced access service, they did not hold a register for carers. However, they had access to the full patient record. Therefore, those patients identified by their GP practice as carers could be highlighted by alerts on their clinical record.

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. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient’s communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. As a GP enhanced access service, they did not have direct access to social prescribers, however where such interventions where required, there were processes in place to communicate this to the patient’s own GP practice to initiate a referral.

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. As a GP enhanced access service, patients with long term conditions could be treated when presenting with an acute episode. The service ensured that any treatment plans were documented and shared with the patient’s GP practice for further review.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Staff told us they were valued by leaders. 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. The service took part in regional initiatives which promoted better health and wellbeing for staff at work and had received regional recognition for this work. They had a team of health advocates who coordinated the various campaigns that were part of these initiatives. Some of the campaigns focused on heart health, cancer screening, smoking cessation, alcohol and drug awareness.

There was an on-call system to ensure adequate support for staff where appropriate. Appointment durations had provisions to allow sufficient time for practitioners to complete any administration tasks necessary for the consultation.