Guidepost Medical Group

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 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 patient privacy and dignity. The service operated an open waiting room, however patients could access a private room to discuss sensitive matters confidentially when required. Consultation rooms were secure and designed to ensure conversations could not be overheard.
National GP Patient Survey data indicated that patients felt listened to and treated with care. In the most recent survey reviewed, 81% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern, compared to 88% in the Integrated Care System (ICS) and 86% nationally.
Staff demonstrated an understanding of Gillick competency, with processes in place to support young people in managing their own privacy and making informed decisions about parental involvement. Staff also recognised that patients access the service seeking support and consistently engaged with them in a respectful, compassionate, and person-centred manner.

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. Patient communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment, and wellbeing. Staff made information accessible to support informed decision-making, including the use of translation services, easy-read materials, and clear signage. Care coordinators also played a key role in ensuring patients received information in a way they could understand.
Staff supported patients and their carers to access advocacy and community-based services. Care coordinators were in place to help patients navigate and engage with these services, ensuring their individual needs were met.

The service listened to and understood people’s needs, views and wishes. Staff were responsive in the moment and took steps to minimise any discomfort, concern or distress.
Staff we spoke with were knowledgeable about the processes for referring individuals to emergency support, including mental health crisis teams.
Staff had also completed relevant training to support safe and responsive care, including training on recognising and responding to sepsis.

The service promoted staff wellbeing and ensured staff were supported to deliver person-centred care. Leaders described an open and approachable management style, with an open-door policy that encouraged staff to raise concerns and share feedback. Positive feedback, such as patient compliments, was regularly shared with the team, with the leadership recognising and celebrating staff contributions.
The culture within the service was described as friendly, transparent, and supportive, with a strong emphasis on a no-blame approach and the duty of candour. Staff felt valued and well supported, with leaders making practical adjustments to meet individual needs, including tailored support, appropriate equipment, and flexible working arrangements.