Uni-City Medical Centre

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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 did not assess all quality statements in this key question. We only assessed the parts of the quality statements that were included in the Warning Notices we issued to the provider on 29 July 2025. 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 Requires Improvement.. At this assessment, the rating has changed to Good. The identification of communication needs among people who used the service had improved, and staff reported a significant enhancement in their workplace environment

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care. For example, the service made use of language line services and arranged double appointments when required to better support people with additional needs. There was a hearing loop was available, and reception staff were equipped with a microphone and speaker to assist people who are hard of hearing, further enabling effective communication and inclusivity. The service had additionally removed posters from the reception screens, which had previously created visual obstructions for people.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The service now cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us, since the last inspection, they now felt valued by leaders, in particular, relating to the promotion of a positive working environment. 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. The service had introduced team-building activities, such as quiz evenings, which staff said was a fun way to connect and strengthen teamwork. The service demonstrated a commitment to supporting staff wellbeing and fostering a collaborative environment. For example, efforts were made to enable staff to deliver person-centred care, with team members expressing appreciation for ongoing improvements in communication across teams. Regular supervisions and appraisals were recognised as valuable opportunities for staff development, and we saw evidence of these now happening.