The Ridgeway Surgery

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 staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this. This is the first inspection for this service since its updated registration with CQC. This key question has been rated as good.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff provided examples of how they treated people with care and concern. For example, a GP had attended a hospital visit with a patient who did not have a next of kin to support them. National GP Patient Survey data reflected people felt listened to and supported. The practice identified some challenges faced by patients after a cancer diagnosis. They recognised patients were unaware of the services available to them, so they designed a letter to send to patients upon receiving the notification of their diagnosis. Patients told us they felt cared for and provided examples of how they were treated with kindness. For example, one patient told us how the GP called to check up on them after they had a fall and followed up with a home visit.

The practice treated patients as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strength, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patient communication needs were met to enable them to be fully involved in their care.

The practice 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. The practice had access to interpreters to help to support patients and maximise their independence.

The practice 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 practice appointment system 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 practice cared about and prompted 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. Staff reported being supported if they were struggling at work and they provided examples of how leaders acted promptly to support their needs.