Cranbrook Medical Practice

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 assessed all quality statements in the caring key question.

This is the first inspection for this service since its registration with CQC. At this assessment, we rated the key question as Good. We observed the service involved people and treated them with compassion, kindness, dignity and respect. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choices in their care and treatment. The service supported staff wellbeing.

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 patient privacy. The National GP Patient Survey data reflected people felt listened to and were treated with kindness. People had confidence and trust in the healthcare professional they saw or spoke to. Staff were aware of the needs of the patient population and were able to offer a holistic approach to support them. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition. CQC received feedback from people showing staff were respectful and caring. A patient commented the practice “treat everyone with respect and compassion and go above and beyond for their patients”.

Staff understood and respected the personal, cultural, social and religious needs of people. Staff treated people as individuals and were able to describe adjustments they made to support them. The practice partner helped to set up and run a community group to support families with children who had additional needs. People’s communication needs were met to enable them to be fully involved in their care. The National GP Patient Survey data reflected people were involved as much as they wanted to be in decisions about their care and treatment. People’s wishes were recorded on their care records. There was a process to share electronic care records with other local health and care professionals where required. The practice carried out its own patient survey, monitored for themes and took actions depending on the nature of the concern.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff respected the choices and decisions people made. Staff helped patients and their carers to access advocacy and community-based services. People could access information in the practice such as posters and leaflets and on the practice’s website to support them to make healthier choices.

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.

The system for appointment triage ensured people with immediate needs had access to services. Staff explained how people’s needs were prioritised, and they had received appropriate training to recognise when urgent help or support was required. Staff we spoke with knew the process for referral to emergency support, including symptoms that required urgent medical attention. Staff were able to give relevant examples.

The service cared about and promoted the wellbeing of their staff.

Staff we spoke with were happy to work at the practice. Staff felt well supported by leaders and could approach them at any time for advice and guidance. Reasonable adjustments were made to support the needs of staff. Staff could raise concerns about their wellbeing during annual appraisals or regular team meetings. The practice supported the staff in professional development and career progression.