Ravenscroft 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.

We rated this key question as good. This meant people were supported and treated with dignity and respect; and involved in their care.

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.

Score: 3

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. National GP Patient Survey data carried out from December 2024 to April 2025 reflected people felt listened to and were treated with kindness. The results were mostly in line with local and national averages. Data showed 87% of patients stated the healthcare professional was good at treating the patient with care and concern, and 84% of patients stated the healthcare professional was fairly or very good at listening to them. In addition, 90% stated to some extent or definitely they had confidence and trust in the health care professional they saw or spoke to.CQC did not speak to patients on the days of the assessment.

Staff and leaders told us they would respond to people’s needs quickly and efficiently. The leader’s explained patients were signposted to social prescribers and information on disabilities, women's health, and LGBTQ+ support groups was available on the service website and on posters in the waiting room. Staff told us they provided support and signposting to specialist bereavement services.

There were arrangements to ensure confidentiality at the reception desk. A private room was available if patients were distressed or wanted to discuss sensitive issues. There was a hearing loop in reception for people with hearing impairment.

Score: 3

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met.

Chaperones were available if needed and privacy curtains were used to help maintain dignity. The service website and online information was translatable into other languages. The service had a system in place to support the relatives of recently bereaved patients that met cultural, social and religious needs. We saw that staff had received training on how to support autistic people and people with a learning disability.

Staff and leaders told us that people were supported to have choice and control over their own care and to make decisions about their care, treatment and well-being. The service supported people to understand their rights by using different ways to communicate. There were policies and procedures to ensure peoples records were kept up to date. Staff helped patients and their carers to access advocacy and community-based services.

The GP national patient survey found 89% of patients who responded stated they were to some extent or definitely involved as much as they wanted to be in decisions about their care and treatment.

Patient information leaflets and notices were available in the patient waiting area which told patients how to access support groups and organisations. People whose first language was not English could access information in other languages on the practice website and staff were multilingual. There was a hearing loop in the reception area.

Score: 3

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs 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 or felt comfortable going leaders for support.

Score: 3

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff told us they worked well with leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work and that they found managers to be approachable. We were told by staff that they were given protected time for learning.