Parkway

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.

We did not have sufficient evidence to rate this key question at our last inspection. At this inspection we rated it as good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

We observed staff attitudes and behaviours with service users that showed they were discreet, respectful and responsive. They provided people with emotional support and advice at the time they needed it.

Staff also demonstrated their understanding of privacy, ensuring service users were comfortable with our observation before proceeding. Staff used secure electronic records with password access to protect service users’ data.

We observed that staff showed an awareness of the typical hearing needs of service users and adjusted their communication style appropriately, dependent on the individual’s needs. The clinic room layout was appropriate and accessible for people with varying needs.

Managers ensured that staff and service users had easy access to telephone interpreters at each satellite clinic, and staff knew how to use these systems.

A core focus of the service was to provide clinics that were closer and more accessible to service users’ homes, and so they were offered appointments at locations most convenient to them. We saw how staff supported people to make informed choices during their appointments, and staff told us they listened to people and promoted independence as much as possible.

The service had a policy for the emergency treatment and transfer of critically ill people, but this did not include any specific arrangements for service users seen at satellite clinics. Staff we spoke at the Parkway site to did demonstrate good knowledge of what would be considered an urgent finding. They described how they would respond to ensure that the service user’s wellbeing is prioritised in these circumstances.

This section was partly assessed using findings that apply to the whole Parkway site, which are included in the appropriate section of the surgery report.

Staff described feeling respected, supported and valued by their managers, and specifically highlighted how accessible senior staff are even when not on-site. Staff sickness absence rates overall were low.

Some staff worked across multiple sites and were provided with set weekly rotas that had been developed to be convenient for their travel requirements. The staff we spoke to felt able to speak to managers if any element of their work was affecting their wellbeing.