Archived: Little Lever Health Centre-2

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• 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 this key question.

People were not always treated with kindness and compassion. Their wishes were not always sought to achieve the best outcomes for them. Staff did not always feel supported.

This is the first inspection for this service since its registration with CQC at the current location. This key question has been rated as requires improvement.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The national GP patient survey showed people’s experience was in line with national averages. Feedback we saw, from people’s complaints showed people did not have their needs met quickly, and they were kept waiting for their appointments. The provider did not always take complaints seriously, and complaints were not used to drive improvement.

Staff told us they were supported by the practice managers, but this support was not shown by the provider. We were told of low staff morale. Staff were not involved in reviews of all complaints and complaints about the provider were only reviewed by the provider. Team meetings were not held regularly.

We saw that people’s information was not always kept confidential, with young adults not always having control over their own privacy. We observed staff to be friendly and helpful with people at the desk and on the phone during the site visit.

The national GP patient survey showed people’s experience was in line with national averages.

Staff were trained in equality and diversity. They told us they knew their patients well.

There were processes in place to ensure staff received appropriate training so they could recognise people as individuals.

The national GP patient survey showed people’s experience was in line with national averages.

Feedback from the provider showed people were not always able to appropriately make decisions around their own care.

Although policies were in place to promote independence and choice these were not always followed.

The latest national GP patient survey results showed that 91% of patients had confidence and trust in the last healthcare professional they saw or spoke to. This was in line with the national and local average.

Leaders told us that the practice took complaints seriously, but we saw they were not always fully investigated or appropriately responded to. Staff told us that the comfort of people was not a priority, with children and the elderly in poor health having to wait a long time at the practice to see a GP.

Staff and managers told us they provided feedback and raised concerns to the provider, but these were not listened to. They said their wellbeing was not a priority and they gave us examples of this. Although staff said they were supported by managers they did not feel valued by the provider.

Processes were not in place to promote the wellbeing of staff. Resources to enable safe working were not readily available.