Dr Rajiv Goel Also known as The Riverside Practice

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

People were supported and treated with dignity and respect and were actively involved as partners in their care. Staff demonstrated compassion, acknowledged individuals’ unique circumstances, and promoted independence, choice, and control. The service responded promptly and effectively to people’s immediate concerns. Patients had access to clear, relevant information to help them make informed decisions about their care and treatment. Robust systems and processes were in place to support staff wellbeing and enable the delivery of person-centred care.

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 latest national GP Patient Survey, conducted between January and March 2024, received 136 responses. Of these, 92% said the healthcare professional treated them with care and concern, and 89% felt they were good at listening to them. Additionally, 88% expressed confidence and trust in the professional they saw or spoke to. Patients we spoke with confirmed they were treated with dignity and respect. One patient did note, however, that the reception area lacked the level of privacy they would prefer due to its layout. During our assessment, we spent time in the reception area and did not overhear any personal information being shared.

Leaders explained that patients were signposted to social prescribers, who connected them with non-medical support in their community to address practical, social, and emotional needs that affect their health and well-being.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk, and a private room was available for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments. Arrangements were in place to promote patients’ privacy.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.The service had effective systems to meet communication needs, enabling people to engage meaningfully in their care and treatment and to optimise their experience and outcomes.Results from the latest national GP Patient Survey showed that 95% of respondents felt the healthcare professional had all the necessary information during their last appointment, and 89% said they were good at listening. Patients we spoke with during the assessment confirmed that personal and equality-related factors were recognised and addressed. Communication preferences were accommodated to ensure patients were fully involved in decisions about their care.

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

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.

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, and making reasonable adjustments where necessary.

The service conducted a staff wellbeing quality improvement initiative aimed at identifying strategies to enhance wellbeing and reduce the risk of staff burnout. The findings highlighted staff’s need for stronger support through a buddying system and improved skills for managing challenging patient interactions. In response, the provider is implementing these measures, including staff training to address these needs.

The provider supported staff to develop into new roles and shared examples of two team members who were successfully promoted.