Castlegate & Derwent Surgery

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

People were treated with kindness and compassion. Staff protected their privacy and dignity. People had choice in their care and treatment. The service had improved its approach to staff wellbeing since our last assessment.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We spoke with patients who provided positive feedback for specific members of staff however we also saw evidence of occasions where staff had displayed rude behaviours. We spoke with care home staff who advised that residents were cared for with dignity and respect by all staff who engaged with them. External partners raised no concerns in the dignity and respect provided by staff at the practice.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The practice had a learning disability register and made amendments to meet the needs of patients who required them. The practice offered home visits to patients who were unable to attend the surgery, these were carried out by a paramedic or GP. We received no feedback which indicated patients felt they were not treated as an individual.

The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We saw evidence of this when reviewing significant events, and at the time of our assessment it was unclear whether learning had been shared with staff. We noted improvement in the management of complaints since our last assessment. There was a system for appointment triage that aimed to ensure people with immediate needs had access to services, however as this was a new system it was difficult to ascertain how well this was working at the time of our assessment.

The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We saw evidence of this when reviewing significant events, and at the time of our assessment it was unclear whether learning had been shared with staff. There was a system for appointment triage that aimed to ensure people with immediate needs had access to services, however as this was a new system it was difficult to ascertain how well this was working at the time of our assessment.

The service did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. Some staff told us they were valued by management and reported an improvement since the practice manager had begun her role. Leaders had begun to take steps to recognise and meet the wellbeing needs of staff and had introduced a day off on your birthday for staff. Staff told us they did not always feel supported when dealing with irate patients. Some staff also told us that they felt forced into working overtime or changing days off.