Dr Nederlof and Partners Also known as Riverside 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. National GP Patient Survey data reflected people felt listened to and were treated with kindness. Arrangements were in place to promote patients’ privacy. For example, private areas and quiet spaces were available for patients who required these. Following a sensory audit, a sensory box had been created which was particularly useful for people with autism and those with a learning disability. Patients gave examples of how staff treated them with kindness and compassion such as supporting them through bereavement.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The practice provided patients with longer appointments when required. 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. For example, patients were coded on the system dependent on their needs. Patients from the patient participation group (PPG) provided examples of how supportive staff were at treating people as individuals.The lead GP for learning disability, the practice’s nurse manager and the care coordinator team redesigned the practice’s recall systems for patients who required an annual learning disability health check. The process was streamlined to allow patients to see all relevant clinicians in one visit rather than multiple times. This helped to encourage patients to attend.

The practice 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 other services such as social prescribers. Patient feedback was positive about how they were supported to have control over their own care. National GP Patient Survey data reflected this as it showed 95% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

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. The practice had a duty doctor who spent time in reception to support with triaging calls by providing advice and guidance when required. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Leaders had taken steps to recognise and meet the wellbeing needs of staff. Leaders told us they had an open door policy to support staff. During their appraisal, there was an opportunity for staff to discuss their health and wellbeing. We received examples from staff who told us how they were supported by leaders if they were struggling. The practice had recently implemented a menopause policy. This aimed to support employees who were experiencing menopause or perimenopause and help to recognise its potential impact on their health, wellbeing and work performance.