Sarephed 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

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.

The National GP Patient Survey data reflected people felt positive with 87% of respondents stating that the healthcare professional they saw treated them with care and concern, compared to 87% national average and 84% local average.

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 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.

The provider understood the cultural and religious needs of the local community. The practice employed staff from a range of cultural backgrounds, and several team members were able to speak multiple languages. This supported patients who did not have English as their first language to access advice and care more easily. Staff’s religious and cultural needs were also accommodated, so where they needed time to worship, they could do so.

We saw information being made available to support carers, so they felt able to care for their loved ones knowing that their needs were also being recognised and respected. The provider had 31 carers which was 0.64% of its total patients list.

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, where a patients may need sign language support this could be provided.

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

The National GP patient survey data showed 93% of respondents felt involved as much as they wanted in the decisions about their care treatment compared to the national average of 91% and the local average of 90%.

Staff helped patients and their carers to access advocacy and community-based services when needed.

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.

The provider ensured staff had the skills and knowledge to respond to people’s needs. This included access to panic alarms and emergency medicines when needed in an emergency. Staff also had the skills, knowledge and understanding to act in a situation where people may be at risk of sepsis.

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 we spoke with told us they felt valued. We found a range of working patterns, shift working and full and part-time hours being made available by the provider to support staff to be able to meet peoples care and support needs flexibly.

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 and respecting staff religious needs. Staff reported being supported if they were struggling at work.