Berrycroft Community Health 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

We assessed all the quality statements in the caring key question. We found that there were processes to ensure patients’ dignity and privacy were protected and their individual needs and preferences were respected.

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 2023 GP national survey identified 77% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment compared to the local average of 85% and national average of 84%.

Staff we spoke with had a compassionate and caring attitude when talking about care delivery and their patients.

We observed staff treated people respectfully at reception and in interactions in communal areas of the practice.

Patient feedback from the 2023 GP national survey showed that 88% of patients felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment compared to the local average of 92% and national average 90%.

Staff told us they communicated with patients openly and provided information in formats that helped them to understand their care, treatment and conditions.

Care planning for long term conditions was considered in partnership with patients to ensure they were involved in managing their own conditions.

Patient feedback from the 2023 GP national survey showed 85% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment compared to the local average of 87% and national average 85%.

Staff informed us they had training such as equality and diversity. Staff were obtaining consent to support patients with their independence and ensuring they empowered patients to care for their own welfare.

There was information which could be provided to patients during their appointments or patients could be directed to information or support related to their conditions and health.

Patient feedback did not indicate any themes in terms of not having their immediate needs attended to during consultations or treatments. Patient feedback identified problems in accessing appointments in a timely manner.

Staff informed us they would assess patients needs and respond appropriately based on relevant guidance. Reception staff were given training and guidance on prioritising patients based on their needs.

Staff feedback from interviews and 10 completed staff surveys indicated staff felt well supported within their teams and by their line managers. However, feedback also indicated they felt decisions made by senior leaders were not always effectively communicated and staff were not involved in decisions which affected them.

There was protected learning time for staff to enable them to undertake training and for clinical staff to undertake extended roles related to the management of the service.