Sinnott 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

Overall, people were supported and treated with dignity and respect and were actively involved in their care. Staff treated individuals with compassion and recognised their unique circumstances, promoting independence, choice, and control. The service responded effectively to people’s immediate concerns. Patients had access to the information they needed to make informed decisions about their care and treatment. Systems and processes had been established to support workforce wellbeing and enable staff to deliver person-centred care. However, feedback from the latest GP Patient Survey indicated that experiences of care were not consistently positive, particularly in relation to how caring and compassion were perceived, highlighting areas where improvement is needed.This is the first assessment for this service since its registration with CQC. This key question has been rated as good.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Feedback from the services internal patient survey undertaken in February 2025, indicated that individuals felt they were treated with kindness, compassion, and dignity. Additionally, limited feedback from patients during the assessment aligned with the results of the practice’s own survey.

The latest national GP Patient Survey, conducted between December 2024 and April 2025, received 125 responses. Of these, 76.8% said the healthcare professional treated them with care and concern, and 77% felt they were good at listening to them. Additionally, 80.7% expressed confidence and trust in the professional they saw or spoke to. These figures were below the national average and showed a downward trend compared to previous years. The provider had developed an action plan in response to the survey.

Leaders explained that patients were signposted to social prescribers. We reviewed the practice’s website to check whether information was available on disabilities, women’s health, and LGBTQ+ support groups. However, we did not find any relevant details either on the website or displayed in the waiting area. Staff reported providing support and referrals to specialist bereavement services. Following the assessment, the provider informed us that the website had been out of active use for several years and was in the process of being upgraded and updated, which had resulted in some content being out of date or not yet uploaded. Since the assessment, the practice team, with support from external web services, has worked to update and improve the website content. A significant amount of information has now been added, and further updates are planned to ensure the website continues to develop as a useful and accessible resource.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk, and a private room was available for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.

The service had systems to meet communication requirements, enabling people to engage meaningfully in their care and treatment and to maximise their experience and outcomes.

Results from the latest national GP Patient Survey showed that, 82% said the healthcare professional had all the necessary information during their last appointment, and 77% felt they were good at listening to them.

Results from the latest national GP Patient Survey indicated that 67% of respondents felt the healthcare professional they saw or spoke to had been good at considering their mental wellbeing during their last appointment. This figure was below both the local average of 71% and the national average of 73%.The service operated a total triage system to prioritise care for patients with the most urgent needs. This system had been introduced as part of an NHS England Access Improvement Programme to manage demand, identify patients requiring urgent clinical attention, and ensure they were seen by the appropriate professional in a timely and suitable setting. Systems had been in place to support patients facing communication barriers, including those who may have been digitally excluded. These included access to translation services, longer consultations when needed, a hearing loop at the reception desk, and automatic doors to improve accessibility for patients with limited mobility.

Staff were alert to people’s needs and had taken time to observe, communicate, and engage individuals in discussions about their immediate requirements. Results from the national GP Patient Survey found that, 71% of patients had known what the next step would be after contacting the service, and 93% had known what the next step would be within two days of making contact. Additionally, 84% of respondents stated that, their needs had been met during their last appointment. Same-day appointments had been available for patients requiring immediate care.Staff and leaders told us that people’s needs, views, wishes, and comfort had been a priority, and staff had quickly anticipated these to prevent any avoidable discomfort, concern, or distress. Gaps in training meant that some staff were not adequately prepared to recognise when individuals required urgent help or support. For example, upon reviewing four staff training files, we found thatone locum GPhad not completedin-datebasic life support training at the time of inspection.Following the inspection the provider supplied certificates for other staff, but oversight of locum compliance was insufficient.Additionally, one staff member had not completed safeguarding children training until after the assessment.

The provider had recognised and met the wellbeing needs of staff. Staff were provided with the necessary resources and facilities for safe working, such as regular breaks and access to rest areas. Staff told us they had felt valued by both their leaders and colleagues.

Leaders shared that they had taken steps to enhance staff wellbeing. They described several initiatives, including celebrating staff birthdays, introducing weekly yoga sessions, providing regular lunches, and actively promoting a culture of care and support. These efforts were aimed at prioritising staff wellbeing to help ensure the consistent delivery of person-centred care.

Systems and processes had been in place to ensure staff had the opportunity to provide feedback, raise concerns, and suggest improvements to the service or staff experience.