Dr Onn Syed Also known as Stopgate Lane 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 the service involved people and treated them with compassion, kindness, dignity and respect.

We assessed all quality statements under this key question. At this assessment, the rating has changed from Outstanding to Good. We found that some of those elements previously regarded as outstanding practice were now embedded throughout most GP practices.

The service involved people and treated them with compassion, kindness, dignity and respect. Staff we spoke with or received feedback from demonstrated a very caring and patient centred approach to their work. Staff told us they worked well as a team with a shared priority to provide a high quality and caring service to patients.

The provider made staff welfare and wellbeing a priority and staff felt well supported in their roles.

This service scored 80 (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 highly positive 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 people felt listened to and were treated with care. For example, 85% 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. The provider also shared feedback with us that they had received through the NHS Friends and Family test and this showed high patient satisfaction with the service.

A total of 20 people who used the service shared their experience of the service with CQC directly. This included, without exception, highly positive feedback about the staff team and included staff in all roles. Feedback included describing the service and/or staff as ‘brilliant’, ‘excellent’ and ‘amazing’.

People who used the service gave us feedback about the practice where they felt the service had gone ‘above and beyond’ what they would have expected. People felt there was a very personal touch to the service they received and staff were praised for showing genuine concern and support when people needed it. Specific examples were shared to support this. We received feedback from one particular person during our onsite visit who described feeling ‘like the staff wrap their arms around you’.

There were arrangements to ensure confidentiality in the reception area. For example, if people were distressed or wanted to speak to reception staff in confidence they could be directed to use another area.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences.

Patients’ individual needs and equality characteristics were understood, and services were provided to meet these. Patients’ communication needs were identified and met to enable them to be fully involved in their care.

Staff had been provided with training in equal opportunities and they ensured the individual communication needs of patients were known and met.

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

The result of the National GP patient survey showed that 86% of respondents (compared to 91% nationally) felt that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment.

Patient feedback shared directly with CQC was also positive about their involvement in decisions about care and treatment.

The service was good at responding to people’s immediate needs. Patients consistently reported a quick turnaround in making contact with the service and their needs being met. Most people were managed on the day of contact with the service. The remaining were booked in for a more routine appointment in line with their needs. Patients were directed to the most appropriate person or service to meet their needs and ensure continuity of care where required.

The results of the GP National Patient Survey showed high levels of patient satisfaction with having their needs met with 94% of respondents (compared to 90% nationally) feeling their needs were met during their last appointment.

Patient feedback shared directly with CQC was very positive about how the service responded to their immediate needs. Feedback from members of the PPG was highly positive and in line with all other feedback we received.

Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs.

The service promoted the wellbeing of staff. This included providing the necessary resources and facilities for safe working, training and professional development. Staff were positive about working at the practice. They felt valued and supported by colleagues and leaders. Staff we received feedback from reported feeling well supported in their role and felt that the provider listened to them, responded to their needs and considered their individual circumstances/support needs and supported flexible working when required.

Staff felt that the impact of being well supported resulted in them being a motivated workforce, with effective communication and team working and the impact of this supported a culture and environment that was patient centred.