Bartley Green Medical Practice

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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.

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.

National GP Patient Survey data showed people felt listened to and were treated with kindness,93% of patients said the last healthcare professional they saw or spoke to was good at treating them with care or concern during their last general practice appointment, this was above the national average of 74%.

Staff we spoke with understood consent including Gillick competency. Gillick competency is concerned with determining a child’s capacity to consent.

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.

Patients’ personal, cultural, social, religious and equality needs were understood and met. Staff ensured patient’s communication needs were met to enable them to be fully involved in their care.

We saw that the nursing staff actively addressed barriers to support the delivery of holistic care and helped promote access to services, including childhood immunisations.

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

Staff helped patients and their carers to access advocacy and community-based services, such as referral to a social prescriber or other partner agencies.

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 knew the process for referral to emergency support, including mental health crisis teams.

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

Staff told us they felt 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, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work. For example, there was a dedicated staff room used for breaks and the leaders of the service showed us how they included the staff in improving facilities in the and around the building, this was through staff surveys.