South Grange Medical Group Practice Also known as South Grange 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.

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 provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Arrangements were in place to promote patients’ privacy, including a private room if a patient did not wish to speak at reception. Where language barriers existed, interpretation services were made available, and longer appointments were offered when needed. Clinicians ensured care and treatment was tailored to personal and cultural preferences.

National GP Patient Survey data reflected that people felt listened to and were treated with kindness. Ninety three percent of patients who responded said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment, above the national average of 86%.

Extra information on end of life care and bereavement support was given to families.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.Patient communication needs were met to enable them to be fully involved in their care. Where people required reasonable adjustments, this was flagged on their record and staff showed a high awareness.

The National GP Patient Survey showed the number of patients who responded who thought the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment was 93%, above the national average of 87%. Ninety-eight per cent of patients who responded had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment, above the national average of 93%, and 76% of respondents usually got to see or speak to their preferred healthcare professional when they would like to, above the national average of 40%. Continuity of care was a key priority for the provider and clinicians had a high personal knowledge of their patients.

The provider 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 provider had processes in place to listen to and understand people’s needs, views and wishes. The appointment system 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.

Staff were able to give examples where they had appropriately triaged and escalated concerns to the on-call GP.

In the National GP Patient Survey, 98%of respondentsfelt their needs were met during their last general practice appointment, above the local average of 91% and the national average of 90%.

The provider gave us examples of how they cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care, such as sharing and promoting positive feedback received from patients and employee awards.

Staff consistently described open door policies of leaders, good communication between teams, and a supportive environment. Staff reported and appreciated high levels of personal and professional support from leaders. The provider carried out staff surveys and engagement following a recent branch merger and expansion, and identified opportunities for improvement, such as a proactive approach to increasing staff retention.