Gray’s Inn Medical Group Vauxhall

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. 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.

Feedback from the National GP Patient Survey (2024) indicated that the practice was performing close to or above national averages in this area. We saw that from 123 responses, 84% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern (National Average 85%).

Arrangements were in place to promote patients’ privacy, including a room where patients could speak privately with staff. Posters advising the availability of chaperones were displayed in the reception area and in consultation rooms. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

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.

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.

Staff had completed training to ensure they understood the needs of individual patients. This included training on equality and diversity and training to support autistic people and people with a learning disability.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were able to choose appointments with a variety of clinical staff, including GPs, practice nurses, a Health Care Assistant and pharmacists.

Staff helped patients and their carers to access advocacy and community-based services.

The PPG told us that patients could access their patients records through the NHS App and make changes when needed. This facility was promoted by the PPG and through the information screen in the waiting area.

The service took peoples wellbeing seriously. This was reflected in the National GP Patient survey with 84%of patients saying the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment.

The service listened to and understood people’s needs, views and wishes. This was reflected in the National GP Patient Survey with 84% of patients saying the healthcare professional they saw or spoke to was good at listening to them (National Average 87%). There was a system for the triage of patients requiring an urgent appointment that ensured people with immediate needs had access to the service. Members of the team had been provided with training in basic life support and understood what to do in the case of a medical emergency.

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 support the wellbeing of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff told us they were supported if they struggled at work.