Cavendish Health Centre

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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 assessed all 5 of the quality statements from this key question. At our last assessment, we rated this key question as good. At this assessment, the rating remains as good. We found the practice was providing a caring service overall however we identified areas for improvement in relation to people’s experience.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Patient feedback from the National GP Patient Survey (2024) indicated that the practice was performing below national averages regarding kindness, compassion, and dignity. The practice informed us they have analysed this information and continued to collect, analyse, and respond to patient feedback during the last 12 months. This has allowed for necessary improvements and changes to occur which in turn has resulted in increased patient satisfaction, this was reflected in the monthly FFT tests and the results from the 2025 national survey (the 2025 National GP survey results were published after the inspection). We saw that from 145 responses, 87% of patients said the healthcare professional they saw or spoke to was good at listening to them (National Average 87%), 85% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern (National Average 86%) and 92% of patients had confidence and trust in the healthcare professional they saw or spoke to (National Average 93%). Leaders informed us that being located in an affluent area their patients preferred private care which in effect impacted on patient satisfaction. The practice also conducted internal surveys that included patient access survey and doctors feedback surveys.

On the day of our on-site assessment, we observed reception staff treating patients with dignity and respect, and a room next to the reception area was available for, breastfeeding, prayers and if patients wanted to speak about matters that were confidential. There was a hearing loop in reception for people with hearing impairment. There was braille on the practice doors. Leaders informed us the practice respected patients' religious and cultural beliefs, ensuring completed medical examinations and death certificates were provided to facilitate burials in accordance with family wishes during bereavement.

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. Patient feedback from the National GP Patient Survey (2024), 83% of patients said they were involved as much as they wanted to be in decisions about their care and treatment. Leaders explained they listened and responded to patient feedback. They monitored friends and family results, the national GP patient survey as well as working with the PPG.

All staff had completed specific training to improve their own knowledge and understanding of how to support different patients. This included training on equality and diversity and safeguarding. The practice had a formal complaints policy and complaints were discussed during team meetings. Staff at the practice endeavoured to identify any specific requirements patients might have to engage fully in their care. The practice had systems and processes to ensure people’s communication needs were met, to enable them to engage in their care and treatment, and for them to be supported to maximise their experience and outcomes.

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 patients and their carers to access advocacy and community-based services. Information was available in the waiting area and on the practice website which advised people how to access a range of support groups and organisations. People could self-refer to a range of services using links from the practice website. The national GP patient survey found 50% of respondents found it easy to contact the practice using their website (national 48% and local 52%).The practice actively encouraged patients to become involved with how the practice delivered services, including by promoting the PPG on their website and the reception area.

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 mental health crisis teams. Leaders believed they were satisfying patient needs as they told us they were providing longer appointments for patients that required support. Staff and leaders told us they provided translation services and sign language to accommodate people who required this during their appointments. When we visited the practice there was braille on all the doors. The practice had a duty GP available every day who was available for advice and support as necessary.

Staff and leaders at the service told us that they would listen to, and wherever possible, meet the needs of patients in order to minimise discomfort, concern, and distress. Staff knew how to respond to people’s immediate needs and how to recognise when urgent help or support was required. Staff told us about systems and training in place to support this, which included guidance and training on sepsis, the use of panic alarms, and the availability of emergency medicines and equipment.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care. Leaders at the service said they welcomed feedback from staff and staff told us they were valued by leaders. The service had meetings where feedback could be provided and feedback was actively reviewed in partner meetings for example, a Ramadan policy was being introduced to accommodate concerned staff. 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 told us they were working on establishing team building days within the practice.