The Bethesda 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 that the service involved people and treated them with compassion, kindness, dignity and respect.

We last assessed this domain in 2015 and rated this key question as good. At this inspection, the rating remains the same.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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.

People told us they received kind, empathic and patient staff. They reported positively on the conduct of reception and administrative staff in the local practice survey and the National GP Patient Survey 2024.

People were treated as individuals and staff made sure their care, support and treatment met their needs and preferences. For example, people reported reception staff were helpful. Staff were aware of people’s faith and beliefs where appropriate and ensured systems were in place to support them to have their wishes fulfilled (end of life care).

Staff promoted people’s independence. People were informed of their rights and had choice and control over their own care, treatment and wellbeing and where they wished to receive it. Where appropriate they were encouraged and supported to have people accompany them. People reported they knew what the next steps would be after contacting the GP Practice.

Some people reported difficulties accessing services by the telephone. The provider had acknowledged improvements were required and they had responded by increasing staffing of their telephone lines and offering a call back facility to people.

There were established systems and processes in place to ensure people’s clinical needs were responded to in a timely manner.

Staff were committed to delivering person centred care. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. Where appropriate, leaders provided timely, considered and appropriate responses including implementing proposals. Staff were supported if they were struggling at work. This had a positive impact on the care they delivered to people. Staff had access to personalised support that recognised the diversity of a workforce with proactive and reactive measures. Staff told us they felt valued by their leaders and their colleagues. They had a sense of belonging and the ability to contribute to decision making.

Staff told us managers and colleagues were supportive when faced with challenging behaviour by patients.