Colney Hatch Lane Surgery

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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.

The scores for the quality statements not assessed as part of this key question are based on the previous inspection rating for caring for the previous provider of services at this location.

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 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. We observed staff treating people with kindness and respect within the waiting room. Arrangements were in place to promote peoples’ privacy. Staff that chaperoned patients were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination. People’s religious and cultural needs were respected.

National GP Patient Survey data (published at the time of our assessment) reflected people felt listened to and were treated with kindness. 79% of respondents stated that during their last appointment, the healthcare professional was very good or good at treating them with care and concern. This score was lower than the national average of 85%.

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 were able to talk to the assessment team about referral processes and pathways to other healthcare partners, including those providing emergency support.

Home visits were undertaken for patients who required one following triaging and discussion with a clinician, as well as to patients who were registered with the service as being housebound.

We did not look at treating people as individuals. The score for this quality statement is based on the previous rating for this key question from the previous provider for this location. The previous provider of services at this location is a partner at this service.

We did not look at this quality statement of independence, choice and control. The score for this quality statement is based on the previous rating for this key question from the previous provider for this location. The previous provider of services at this location is a partner at this service.

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 were able to talk to the assessment team about referral processes and pathways to other healthcare partners, including those providing emergency support.

Home visits were undertaken for patients who required one following triaging and discussion with a clinician, as well as to patients who were registered with the service as being housebound.

We did not look at workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for this key question for the previous provider for this location. The previous provider of services at this location is a partner at this service.