Penvale Park 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.

Staff we spoke with expressed their commitment to always treating 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.As this service was registered in April 2025,there was no national GP Patient Survey data available. However, results from the NHS Friends and Family Test (FFT) for November 2025 were positive; with 87%of respondents rating their experience as good or very good.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.

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.During registration, patients were able to highlight any requirements or preferences that were important to them. These needs were then recorded in the patient system, allowing all staff to be aware of individual 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.

The practice 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 service displayed posters and leaflets containing information to support people to make healthier choices. The practice website detailed how to access information in alternative formats such as large print, easy read, audio recording,braille or if an interpreter or advocate was required. The service had disabled access and hearing loops.

The practice 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.Staff we spoke with knew the process for referring patients to emergency support, including mental health crisis teams. The use of agency staff helped leaders ensure there were enough clinicians to meet people’s needs. There was a system for appointment triage that ensured people with immediate needs had access to services.

Leaders cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff were positive about working at the service and felt supported by colleagues and leaders,both professionally and personally. Team meetings gave staff the opportunity to raise concerns.