Civic Medical Centre

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.

People told us they felt respected and cared for. They described staff as professional and kind. Results from the National GP Patient Survey (2024) showed that 74% of people said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This indicated some room for improvement as the average result on this indicator for all practices in Brent was 83%.

Staff and leaders consistently told us they aimed to provide a caring service and took care to treat people with respect and were able to provide examples, for example, speaking with people in a more private area of the practice if appropriate. Staff were mindful of patient confidentiality and the importance of protecting their information.

We observed staff treating patients with kindness and respect.

People told us that clinical staff provided treatment that was tailored to their needs. People we spoke with told us staff were able to speak to them in their native language which helped them understand their health condition. Results from the National GP Patient Survey (2024) showed that 75% of people said the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment. The average result on this indicator for all practices in Brent was 73%.

Staff understood and respected patients’ personal, cultural, social, religious, and equality characteristics needs when making decisions about their care, support and treatment.

There were processes to support patients’ communication needs. For example, translating services including British Sign Language were available

People told us they were listened to and felt involved in decisions about their care and treatment. People we spoke with gave us examples of how clinical staff supported them with their health conditions and listened when they requested treatment at a hospital of their choice.

Staff told us they communicated with patients in a way that helped them to understand their care, treatment, condition, and any advice given. Staff helped patients and their carers to access advocacy and community-based services.

The practice had processes in place to support people to make choices and live independently. The team used care planning tools and liaised with community health teams to support people at home and provide rapid or early interventions to avoid unplanned hospital admissions.

Results from the National GP Patient Survey (2024) showed that 85% of people felt their needs were met during their last general practice appointment. The average result on this indicator for all practices in Brent was 89%.

Staff and leaders were responsive to people’s immediate needs. Staff told us the GPs prioritised people in immediate need for example, ensuring they could access appointments appropriately.

Leaders had taken steps to recognise and meet the wellbeing needs of staff. Leaders reported supporting staff if they were struggling at work and making reasonable adjustments to staff working hours when needed. Staff we spoke with told us they were well-supported and the clinicians and managers were friendly and approachable, for example, taking the time to greet staff at the start of the working day. Regular social events were also organised to promote staff wellbeing.

There were formal processes in place to support and engage staff including regular team meetings and individual appraisals. Staff told us appraisals included constructive feedback and discussion of development opportunities.