Plumstead Health Centre PMS

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 inspection, we rated this key question as good. At this inspection, the rating remains the same.

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.

National GP patient survey data collected between January and March 2025 showed lower than average patient satisfaction when respondents were asked questions relating to kindness, compassion and dignity. The percentage of respondents who answered positively are as follows; 76.4% said they had confidence and trust in the healthcare professional (national average 92.5%); 69.1% responded positively when asked how good the healthcare professional was at listening (national average 86.9%); 65.5% said the healthcare professional was good at treating them with care and concern (national average 85.6%); and 48.4% responded positively when asked about their overall experience of the GP practice (national average 75.4%).

The practice had developed an improvement plan to address these concerns which included staff training and recruitment of clinical staff. At the time of our inspection the National GP Patient Survey had not yet been repeated. Therefore, we were unable to determine whether these changes resulted in an improvement in patient satisfaction with access

Feedback shared directly with CQC was positive regarding the staff attitude. Comments related to the kindness of the reception team and compassionate clinical staff members.

National GP patient survey data collected between January and March 2025 showed lower than average patient satisfaction when respondents were asked how involved they were in decisions about their care and treatment (72.2% responded positively compared with the national average of 91.2%).

The practice had developed an improvement plan to address these concerns which included staff training and recruitment of clinical staff. At the time of our inspection the National GP Patient Survey had not yet been repeated. Therefore, we were unable to determine whether these changes resulted in an improvement in patient satisfaction with access.

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

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

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The service 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. 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. Staff reported being supported if they were struggling at work.