The Carriage House Clinic

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

The service involved people and treated them with compassion, kindness, dignity and respect.

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.

Patient feedback suggested staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Consultation rooms had solid doors to reduce sound and conversations being overheard. There were blinds in treatment room windows and privacy curtains around treatment benches.

The service treated people as individuals and considered people’s care, support and ensured treatment met people’s needs and preferences. People’s needs, including communication and accessibility, were considered in the planning tools used to assess care and treatment requirements.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Information was provided to people about their conditions and treatment.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and there was a system for appointment triage that ensured people with immediate needs had access to services.

People could request same day appointments when available and there were systems to respond to patients out of hours or signpost them to other services when needed.

Staff had access to a freedom to speak up guardian and there was a supporting policy. Staff told us there was excellent communication between them at the service.

Staff were supported with access to a private health insurance policy for all employed staff, which included counselling, psychological therapies, physiotherapy and specialist secondary care services in addition to an online GP service.