White Lodge 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 practice always treated people with kindness, empathy and compassion. Patient choice was respected, for example, the request for a female GP or chaperone. Privacy curtains were around clinical couches and a side room was available if a patient required privacy at the reception area. The national GP patient survey data showed that 85% of respondents felt that the healthcare professional they saw was good at listening, which was only slightly below the expected national average of 86%. Eighty-six percent of respondents to the survey stated that they had confidence and trust in the healthcare professional that they saw which was below the national average of 92%. Staff were trained to understand the Gillick competency and Fraser guidelines. There was a palliative care register for those nearing the end of life and the universal care plan was updated to reflect the changing needs of the patient.

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

The practice promoted people’s independence. Patients had control and choice over their care, treatment and wellbeing. The practice had toilet facilities with disabled access. There was access to interpreting service, and a hearing loop for patients who may require such services. Staff signposted patients to relevant community services helpful to their needs.

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. Staff we spoke with knew the process for referral to emergency support, including the mental health crisis team.

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 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. We saw team building and social events were established within the practice.