Emsworth 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 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 following its move to a new location. This key question has been rated as 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 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 people’s privacy, including in the reception waiting area where people could take their own blood pressure readings in a private area. These readings were automatically sent to the clinical system, helping to support efficient monitoring without compromising confidentiality.

National GP Patient Survey data reflected people who use the service felt listened to and were treated with kindness. During our onsite visit, we observed staff respecting privacy and speaking to people in a professional and compassionate manner.

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. People’s personal, cultural, social, religious, and equality needs were understood and met. Communication needs were identified and supported to enable people to be fully involved in their care.

Staff told us they were able to provide continuity of care for people who required reasonable adjustments and understood how to support them appropriately. While the system allowed for reasonable adjustments to be recorded on people’s records ensuring individuals did not need to repeat their requirements at each contact, this function had not been routinely used. Following our feedback, the service told us they would improve utilising this feature more consistently to better meet people’s needs.

A local care home supported by the service described strong and professional working relationships with the service and reported residents consistently felt comfortable and well cared for.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

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 triage system for appointments to ensure people with immediate needs had access to services. Evidence showed the provider had a structured process in place to ensure all triage requests were acknowledged and addressed within the same working day, supporting timely and safe care. Staff we spoke with 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 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. Staff reported being supported if they were struggling at work. Leaders provided feedback to staff on positive and negative feedback received from people using the service.