Dalton Surgery

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• 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 practice involved people and treated them with compassion, kindness, dignity and respect. Staff demonstrated how they protected patient privacy and dignity and treated patients as individuals and supported their preferences. Feedback through the NHS Friends and Family Test (FFT) and the most recent National GP Patient Survey were positive and demonstrated patients felt listened to, supported, and involved in decisions about their care. The practice supported staff wellbeing.

At our previous inspection, 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 practice demonstrated a commitment to treating patients with kindness, empathy and compassion, while also respecting privacy and dignity. Staff knew and understood their patients, including their preferences, wishes, personal histories and backgrounds. Staff who acted as a chaperone were aware of their responsibilities in maintaining a person’s dignity and safety during an intimate examination.

Patient feedback we reviewed indicated that staff were kind and empathic. Results from the recent National GP Patient Survey reflected positive feedback. In particular, 89.1% of patients felt the healthcare professional was very good or fairly good at treating them with care and concern (national average 85.6%), 88% felt the healthcare professional was very good or fairly good at listening to them (national average 86.9%) and 94% had confidence and trust in the healthcare professional they saw or spoke to (national average 92.5%).

On the day of our on-site visit, we observed that staff spoke with patients in a dignified and respectful manner. This was also reflected in the recent GP National Patient Survey where 91% found the reception and administrative team to be helpful (national average 83%).

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.At the time of our assessment, the practice was in the process of reviewing and refining systems to ensure vulnerable people or those with protected characteristics could access care and treatment in ways that met their personal circumstances.

Multi-disciplinary team meetings helped support vulnerable patients. These included those requiring end-of-life care and patients with safeguarding concerns.

We saw that the communication needs of patients were met. For example, translation and interpretation, which included British Sign Language support, could be organised.

There were systems and processes in place to promote patient’s independence and allow them control over their care and treatment. Patients were able to access appointments with a variety of clinical staff suitable to their needs. Patient information was available on the practice website which told patients how to access support groups and organisations. The practice had a carer’s register and a nominated carers champion. Staff helped patients and their carers find further information and access community and advocacy services. We saw there was a carers’ noticeboard in the waiting room and information on the practice website.

The recent National GP Patient Survey results showed that 90.1% of patients felt they were involved as much as they wanted to be in decisions about their care and treatment (national average 91.2%).

Staff we spoke with knew how to respond to patient’s immediate needs and how to recognise when urgent help or support was required. There was a system for appointment triage that ensured patients with immediate needs had access to services, and this was supported by a daily duty doctor system. Staff were able to tell us about systems and training in place to support this, including the use of panic alarms, availability of emergency equipment and emergency management training.

The practice 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, and some said they felt they were part of a family. 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.

We saw team building days were established within the practice. Staff told us they enjoyed social events, such as quiz nights and a tombola to raise money for charity, which was chosen by staff.