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• 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 registered provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Arrangements were in place to promote people’s privacy. People felt listened to and were treated with kindness.

As part of this assessment, we reviewed feedback from people who had used the service. They used words such as helpful, friendly and engaging to describe the service they received.

The provider treated people as individuals and made sure people’s care, support and treatment met their 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 characteristics needs were understood and met. Their communication needs were met to enable them to be fully involved in their care.

People requiring interpretation and translation services could be supported by an online translation service. The provider was also able to print information in braille to support patients with impaired vision.

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

Information was available on the provider’s website to support people prior to booking an appointment. For example, opening hours, services provided and associated costs.

The provider offered services within the clinic environment, alternatively people could request for services to be carried out in their own homes.

The provider 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.

The provider had clear emergency protocols and procedures to support people requiring immediate care. For example, heart attack, asthma attack or cardiac arrest. The service had emergency equipment to support people in cases of emergency, and this included oxygen cylinders, intravenous access equipment and an automated external defibrillator (AED).

The provider was a paramedic and had therefore undertaken appropriate training to identify and support people requiring emergency care and treatment.

At the time of our assessment, there were no staff directly employed by the provider. Therefore, we did not assess this quality statement.