Rock Healthcare Limited

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 had not changed.

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. Arrangements were in place to promote patients’ privacy. 81.4% of people that responded to GP Patient survey stated that during their last appointment the healthcare professional was very good or fairly good at treating them with care and concern. The national average is 85.3%.

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. 91.4% of people that responded to the GP patient survey stated that during their last appointment they were involved in as much as they wanted to be in decisions about their care and treatment. The national average is 90.9%. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The service worked really well at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were able to choose a specific clinician to see if they had a personal preference. 93.4% of respondents to the GP patient survey who stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This compares to a national average of 92.3%. Staff helped patients and their carers to access advocacy and community-based services that were appropriate to their individual 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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. National GP Patient Survey data showed 84.7% of people that responded felt that the healthcare professional that they met at their last appointment was very good or fairly good at listening to them. The national average is for this metric is 86.7%.

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 a suitable area to take these breaks was provided. There was a wellbeing board within the admin area, this was maintained by one member of the admin team and kept up to date. Information was available on the intranet site. Staff reported being supported if they were struggling at work. Flexible working options were available for staff to help with an improved work life home life balance.