St Georges 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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data showed us that 92.2% of those who responded felt that the healthcare professional that treated them was very good or fairly good at listening to them. This compared to the national average of 86.9%.

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.

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.

Feedback received directly from people told us that they felt listened too by the service and that they were friendly and took time to understand their individual needs. National GP patient survey results showed us that 88.5% of those that responded to the survey had an overall positive experience whilst using the service, this compared to the expected national average of 75.4%.

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

National GP Patient Survey results showed us that 89.1% of those that responded felt that they had been involved in decisions being made about their care. This compared to the expected national average of 91.2%

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.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with were able to identify patient’s condition which was worsening and ask for senior clinician support if required.

Reception staff could identify people that required signposting to more appropriate services, such as 999 or those who needed to attend an Emergency Department.

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.

Staff reported being supported if they were struggling at work. There were flexible working arrangements available to support staff if required. Working a range of shifts to help with the needs of childcare and working part time hours was also an option for staff employed by the service.