Cannock Road 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 that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same.

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. Staff were chaperone trained and could explain the role, process and recording of information.

Patient feedback highlighted they felt listened to and were treated with kindness. The National GP Patient Survey reflected this with 80% of respondents stated that the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment. This was in line with the national (86%) and local (82%) averages.

The service treated people as individuals and made sure people’s care, support and treatment met personal needs and preferences. They took account a range of strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The staff understood patients’ personal, cultural, social, religious and equality characteristics needs and how they could be supported.

An interpreter service was available, as well as some staff members were able to communicate in different languages. The signs offering interpreter services needed review to ensure they were easily understood by those who didn’t read English. The providers welcomed this feedback and told us they would conduct a review of signage.

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.

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 mental health crisis teams.

Patients told us they felt the system being used to seek medical advice and appointments was working adequately and they were seen on the same day when needed.

The service cared about and promoted the wellbeing of their staff. The leaders supported and enabled staff to deliver person-centred care.

Staff told us they were valued by leaders. They said they felt happy at work and the team supported each other, they described an environment where they felt safe to speak up and were respected as an equal part of the team. Activity sessions had taken place such as baking days and craft sessions to encourage relaxed conversations and team building.

There was a staff notice board with information, tips and links to support on a range of well-being subjects and external support services.