Private GP Services Leeds Gateway

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 registered provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this registered provider 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Arrangements were in place to promote people’s privacy. People felt listened to and were treated with kindness.

As part of this assessment, we asked people to give feedback regarding the service via our CQC Give Feedback on Care form. We received feedback from 5 people, all of which were positive. People used words such as excellent, kind and welcoming to describe their experience.

The provider 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.

People’s 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.

People requiring interpretation and translation services could be supported by bilingual clinical staff working within the service. Alternatively, people could access a contracted translation service should this be preferred. The service also provided information in clear and easy read format.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. As an independent healthcare provider, people chose to book into the service.

Information was available on the provider’s website to support people prior to booking an appointment. For example, opening hours, services provided and associated costs.

The service routinely carried out an initial assessment of the needs of the people and the treatment options available to them. We saw evidence of this during our review of patient records.

Staff 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.

The provider had clear emergency protocols and procedures to support people requiring immediate care. For example, heart attack, asthma attack or cardiac arrest. The service had emergency equipment to support patients in cases of emergency and this included oxygen cylinders, intravenous access equipment and an automated external defibrillator (AED).

Clinical staff used the National Early Warning Score (NEWS) to determine the severity of a patient’s illness and detect signs of clinical deterioration.

All staff were aware of red-flag symptoms and had access to a panic button to alert clinical staff in the event of an emergency.

The provider 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 meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working. For example, clinicians working for the service had a dedicated hour during each session for administrative duties and protected time to complete continuing professional development (CPD), staff could access counselling service to support wellbeing.

Feedback we received from all staff about working for the service was positive. We heard examples of how staff felt supported both personally and professionally and were proud to work for the service.