Queens Road 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

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 Outstanding. At this assessment, the rating has changed to Good.

This service scored 70 (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 always 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 patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. In the most recent National GP Patient Survey the results for patients who stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them was 92.5% compared to the national average of 86.9%.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

The practice 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 practice had a learning disability register. All of the patients on the register had been offered an annual health check, at the time of our assessment 81.5% had attended a health check.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The practice had carers register which had actively grown in recent years due to a proactive, structured approach to identifying, coding and supporting carers. This work was embedded through partnership working and social prescribing.

Carers received dedicated support from a social prescriber link worker. This included emotional wellbeing support, assistance in navigating health and social care systems and referral to community-based resources.

The practice listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that 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.

In the most recent National GP Patient Survey the results for patients who stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them was 92.5% compared to the national average of 86.9%.

We spoke with representatives from 2 care homes where the practice had patients who were resident. They gave us positive feedback. They told us healthcare professionals did a regular ward round and the practice was responsive to requests from patients at the care homes.

We received mixed feedback from staff regarding working at the practice.

Some staff said they felt that the did not receive the support they needed from management. There was a perception of high staff turnover, and some told us that staff morale could be low at times. They said that they felt they gave good care to patients. Feedback from other staff was positive, they said they worked in a positive and excellent team.