Newton Practice

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• 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 the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection, we rated this key question as good. At this assessment, the rating remains the same.

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 was very good at treating people with kindness, empathy and compassion. Staff displayed understanding and a non-judgemental attitude towards people.

Feedback from people who used the service was positive overall for being treated with kindness, empathy and compassion.

The experience of people who used the service as indicated in the National GP Patient Survey showed that patient satisfaction in this area was lower than average with 73% of respondents feeling that the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (compared to 87% nationally) and 78% of respondents found the reception and administrative team at this GP practice helpful (compared to 85% nationally). In addition, 70% of patients (compared to 86% nationally) felt that during their last appointments the healthcare professional was very good or fairly good at treating them with care and concern.

We spoke with a range of staff in different roles and they demonstrated a caring and supportive patient centred approach to their work.

There were arrangements to ensure confidentiality for patients attending the practice. For example, if people were distressed or wanted to speak to reception staff in confidence, they could use an area separate to the main reception area.

The practice had designated members of the team to take a lead with supporting patients. For example, a cancer champion was responsible for promoting cancer screening and contacting newly diagnosed patients and signposting patients to support. The practice also held registers and provided targeted support to patients who for example were carers or military veterans.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.