Romsey 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. 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. Feedback from people who used the service reflected they felt listened to and were treated with kindness. Arrangements were in place to promote people’s privacy, for example, there were privacy coverings on the windows. The provider also had sound-reducing consultation rooms to enhance privacy for people. Staff understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support. We witnessed telephone interaction between people accessing the service and reception staff were observed to be respectful and kind when speaking with people. The provider typically scheduled longer appointments compared to NHS GP appointments with face-to-face appointments as their standard approach.

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 characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care. For example, information leaflets could be made available in different languages if needed.

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 advocacy and community-based services.

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. Length of appointment times gave people time to speak and discuss their concerns. Feedback from people who had used the service previously described how they felt listened to due to longer appointment times being offered. Staff knew the process for referral to emergency support 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. The staff survey conducted by the service showed the service provided a strong supportive environment for workforce wellbeing and enablement, with all staff reporting they felt supported in their wellbeing and valued at work. Staff consistently described a compassionate, inclusive culture with high levels of respect, dignity, and equality, alongside strong psychological safety that enabled people to speak up without fear. All respondents felt competent in their roles and well-supported through supervision and training, with minor development needs around training access already addressed through planned improvements.