Archived: Abbey Medical Centre

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.

People were involved in assessments of their needs. The practice reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people took decisions in people’s best interests where they did not have capacity.

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 reflected people felt listened to and were treated with kindness. Staff we spoke with had undertaken the Oliver McGowan training to understand and improve how they work with people with learning disabilities and autism.

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 characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. For example, resources were available to support patients whose first language was not English. We were informed that all staff at the practice spoke more than one language, enabling them to better meet the communication needs of their patients.

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

National GP Patient Survey showed that 66% of patients who responded to the survey felt they were offered a choice of time or day when they last tried to make a general practice appointment. This was above the national (54%) and local (55%) averages.

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 were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources. There was an anonymous system for staff to provide feedback on any improvements they would like to make.

Staff appraisals were in place, and they were provided with opportunities to feedback or share concerns.

Staff feedback suggested that with the new management there was clear evidence of positive changes within the practice.

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 were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources. There was an anonymous system for staff to provide feedback on any improvements they would like to make.

Staff appraisals were in place, and they were provided with opportunities to feedback or share concerns.

Staff feedback suggested that with the new management there was clear evidence of positive changes within the practice.