Hodge Hill Family Practice

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.

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 understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support. The practice was able to consult patients privately by offering a side room if needed away from the waiting area. Patients we spoke with on the day told us they felt respected and treated with kindness from all staff at Hodge Hill Family Practice.

During the site visit we observed staff to be friendly and helpful with people at the reception desk and when supporting people by phone. Every interaction we saw was tailored to meet the needs of each person. People who provided feedback on the day said they were treated with respect. We also saw that staff treated colleagues from other organisations with kindness and respect.

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. Patients with a wide range of needs such as learning difficulties or anxiety were given extended appointments and seen at the start of the day to avoid busier times.

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. The practice waiting room had leaflets and notice boards with a wide range of information signposting patients for further support. Information was available in the practice and on the practice website which advised people on how to access a range of support groups and organisations, which included wellbeing and mental health support.

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 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. We saw team building days were established within the practice. The practice had conducted staff surveys and developed an action plan, they also had a staff wellbeing board in the staff room signposting staff to mental health support and employee assistance programmes were available.