Minehead 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 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. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had 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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Appropriate and timely information was given to people to cope emotionally with their care, treatment or condition. Staff displayed understanding and a non-judgemental attitude towards people. Arrangements were in place to promote people’s privacy. One person told us the clinician they saw ‘explored different things to rule certain things out, treated [me] with dignity and were willing to listen.’

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

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The waiting room displayed posters and leaflets containing information to support people to make healthier choices. Staff helped people and their carers to access advocacy and community-based services. Staff respected the choices and decisions people made.

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 in place to assess the requests for appointments and saw those that required an urgent request and needed to be seen the same day. Feedback we received from people was mixed with some saying they did not feel they were able to access appointments when they required them however, others told us access had recently significantly improved.

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 and were supported to complete additional training to take on extra responsibilities. 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.