Rochdale Road Medical 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 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.
Arrangements were in place to promote patients’ privacy and dignity. Staff we spoke to demonstrated a strong attention to detail in the care they provided. They showed a good understanding of patients' individual needs and took care to ensure that care and treatment were delivered safely and appropriately. Staff were respectful and compassionate in their interactions, treating patients with dignity and kindness. We observed positive relationships between staff and patients, with staff taking the time to listen, respond to concerns, and provide reassurance where needed.
Results from the National GP Survey showed that 89% of patients say the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, compared to the national statistic of 87%.
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.
 

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff supported patients and their carers to access advocacy and community-based services, ensuring they had access to the information, support and resources needed to help meet their individual needs and promote their wellbeing.
 

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.
 

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Leaders took steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working. We saw team building days were established within the practice. Staff spoke positively about the management team and consistently described feeling valued and appreciated in their roles. They said managers were approachable, supportive and took the time to listen to their views and concerns. Staff felt their contributions were recognised, and they were encouraged to share ideas and provide feedback to help improve the service.