Fairfield 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 patients 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 80 (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 December 2024 to April 2025 showed higher than average patient satisfaction with indicators related to kindness compassion and dignity. 92.5% of patients said they were treated with care and concern (national average 85.6%), 98.4% of patients said they had confidence in the healthcare professional they spoke to (national average 92.5%), 91.6% of patient said the healthcare professional was good or very good at listening to them (national average 86.9%), and 84.6% of patients responded positively to their overall experience of their GP practice (national average 75.4%).

Arrangements were in place to protect patients’ privacy such as rooms to speak privately with reception staff. During our site visit we observed staff treating patients with kindness. Staff treated each other and the practice’s patients with respect.

All the feedback shared directly with CQC was positive about the service received. Patients told us they received excellent, high-quality care and were treated with kindness. A number of clinical and non-clinical staff were named in patient feedback as going above and beyond for patients. For example, some patients said they had received personalised care to be able to improve the management of long-term conditions such as type 2 diabetes. Clinicians had taken the time to discuss concerns regarding screening procedures; we were told of one example of where this had resulted in a patient taking up screening tests they were initially reluctant to attend. Patients told us administrative staff were always helpful and responded promptly to requests relating to letters and referrals.

National GP Patient Survey data collected between December 2024 to April 2025 showed patients felt they were treated as individuals. 95% of patients said they were involved as much as they wanted to be in decisions about their care and treatment (91.2%).

The service treated patients as individuals and made sure patients’ care, support and treatment met patients’ needs and preferences. They took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patient communication needs were met to enable them to be fully involved in their care. Many staff spoke a number of languages and communicated with patients in their preferred language.

Staff supported patients with a learning disability or autism to access care in ways that met their needs. Patients were contacted using their preferred method of contact. Longer appointments and a choice of appointment times were offered. There were smaller seating areas away from the main waiting area where patients could choose to wait if they preferred a quieter environment.

The service promoted patients’ independence, so patients 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 practice supported 2 local residential homes for adults with a learning disability. As part of this inspection, we requested feedback from both homes and received a response from one. Residential home staff spoke positively about the care received by people living in the service. Staff told us clinicians were available to speak to when needed, completed regular medication reviews and annual health checks, and signposted patients accordingly.

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 leaders valued them. Leaders had taken steps to recognise and meet the wellbeing needs of staff. Staff reported being supported if they were struggling at work. We saw examples of where adjustments had been made to support staff in the workplace.