Upper Thames Medical - The Park Surgery and Lechlade Medical

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 of 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 a choice 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.

During the on-site assessment, we observed staff were helpful, polite and kind to patients on the telephone and those attending the service. National GP Patient Survey data reflected people felt listened to and were treated with kindness. Staff were aware of the needs of the patient population and were able to offer a holistic approach to support them. Staff displayed understanding and a non-judgemental attitude towards people. Staff understood and respected the personal, cultural, social, and religious needs of people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

Staff told us they gave people time and space to explain their symptoms and offered treatment in a person-centred way. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s records were personal, and wishes were recorded on their care record. There was a process to share electronic care records with other local health and care professionals where required. The National GP Patient Survey data reflected people felt listened to and had been treated with care and concern.

Staff had completed training to support and promote people’s independence. Staff told us they gave people information and supported them to make informed choices. Staff respected the choices and decisions people made. Staff helped patients and their carers to access advocacy and community-based services. The practice website detailed how to access information in alternative formats (such as large print, easy read, audio recording or braille) or if an interpreter or advocate was required. The service had disabled access and hearing loops.

There was a system for triaging appointments that ensured people with immediate health needs had access to services. Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs. Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet demand. Staff we spoke with knew the process for referral to emergency support, including symptoms that required urgent medical attention.

Staff told us they were 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. They felt supported by colleagues and leaders both professionally and personally. Leaders were conscious of staff wellbeing. Team meetings gave staff the opportunity to raise concerns.