Faircross Health 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.

At our last assessment we rated this key question as Good. Since then, the service has changed provider and at this assessment the rating is still 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Of the 67 people who completed the National GP Patient Survey, 78% found the reception and administrative team at the practice helpful, and 89% of respondents agreed the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment. The practice had an action plan which was developed with all staff members to continually improve the outcomes of the survey.

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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. All staff had completed equality and diversity training.

Patient communication needs were met to enable them to be fully involved in their care. This was reflected in the practice’s patient population needs assessment, which outlined the practice’s demographics. Patient’s needs, such as the requirement of an interpreter, and preferred name were also recorded as an alert in their clinical record.

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

The practice identified and met people’s communication needs to ensure they were fully involved in their care, with translation services and accessible information available when required.

Staff helped patients and their carers to access advocacy and community-based services. They made full use of their social prescriber to ensure patients social care needs were met as well as their clinical needs.

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. This was reflected in the results of the National GP survey where 80% of respondents felt their needs were met during their last general practice appointment. In addition, staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Leaders 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, and sufficient time to complete administration tasks outside of clinical hours.

The practice focused on staff development, and we saw examples of staff being given training opportunities which led to promotion.