Clay Cross Medical 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 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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Arrangements were in place to promote patients’ privacy. We observed staff treating people with kindness and respect within the waiting room. Data showed that 78% of respondents to the GP Patient Survey stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern. This was comparable with the national average of 85%. National GP Patient Survey data reflected that people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over the amount of parental involvement in managing their care and support.

Staff that chaperoned were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. It took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Data from the GP patient survey showed that 90% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the national average of 91%.

The practice had identified 169 people registered with the service as carers which was 2.6% of the practice population. There was a dedicated carers champion at the practice to meet the needs of carers. They had arranged regular carer’s cafes and invited external speakers to provide information and support to this group of people. They also arranged for carers to have flu vaccines, health checks and a carer’s pack.

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 people and their carers to access advocacy and community-based services and could refer people to the social prescriber or care co-ordinator for information and guidance for support available to them. Data from the National GP patient survey showed that 90% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was comparable with the national average of 92%.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. Data from the GP Patient Survey showed that 78% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them. This was comparable with the national average of 87%. Staff we spoke with knew the process for referral to emergency support and reception staff were provided with a triage tool to support them with this.

The service cared about the wellbeing of their staff. Staff told us they were valued by leaders and there was a well-being board with resources for staff to refer to. We found that the necessary resources and facilities for safe working, such as regular breaks and rest areas were in place.