Edith Cavell Surgery

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. 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

According to the National GP Patient Survey 83% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last appointment, which was in line with the national average of approximately 87%.

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. Leaders told us that many staff were longstanding at the practice. There were staff at the practice who spoke languages that were commonly spoken by patients who utilised the service. Patient communication needs were met to enable them to be fully involved in their care. The service had established processes to support patients, such as providing interpreters and extending appointments, when necessary, to allow sufficient time to explore their medical needs.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us that both leaflets and videos were available in languages other than English in order to ensure that patients were informed about their care, and the benefits of screening and immunisation programmes.

Staff helped patients and their carers to access advocacy and community-based services.

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. Staff knew how to respond when a patient needed urgent attention and knew the processes to follow to ensure emergency support was given.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

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 and rest areas. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.