Catterick Village 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 practice involved patients 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 80 (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 treated patients with kindness, empathy, compassion, and they respected people’s privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

National GP Patient Survey data reflected patients felt staff at Catterick Village Surgery treated them with care and concern.

We received positive feedback about the kindness and caring nature of staff. One patient told us, “My visit with [GP] today was really very good. [GP] has a very soothing way of explaining the procedure [they were] carrying out. Explained [every] part of the procedure and was very reassuring.”

Staff training included Gillick competency. 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.

Clinical and non-clinical staff had all received training to act as a chaperone. Patients were offered a (male or female) chaperone during appointments involving an intimate examination.

We observed the practice did not have privacy curtains in consultation or clinical rooms. Although this is not a requirement, there should be alternative solution in place (such as privacy screens) where curtains are not used. Leaders told us alternative arrangements to ensure a patient’s dignity had been considered. This included the clinician leaving the room while a patient undressed and readied themselves for examination. However, this was not formalised or documented in any policy relating to patient dignity, detailing how it was to be achieved without privacy curtains in place.

Catterick Village Surgery treated its patients as individuals. They made sure people’s care, support and treatment met their needs and preferences.

The practice understood the local community and the needs of its patients. Some staff had taken on lead roles at the practice to provide more specialist support to patients. This included helping people who were frail and those with a learning disability.

We read multiple examples where staff had gone above and beyond their role to help some patients with complex needs overcome barriers they faced. This had resulted in positive health and wellbeing outcomes for the patients involved.

Staff took the time to listen to patients about their specific needs. They recorded people’s communication preferences and any reasonable adjustments they required on their patient record so these could be adhered to.

The practice took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. They took The Equality Act into account when creating policies and procedures to ensure they considered the potential impact on different groups and individuals.

Staff tried to understand why some patients with a learning disability do not attend their important annual health check. They worked to overcome potential barriers preventing patients attending. For patients who are anxious in public and around strangers, staff offered to complete their annual health check during a home visit to ensure oversight of their health and that any needs were met.

The practice recognised the healthcare system can sometimes be complex. Staff helped patients to navigate it. We read examples where this approach had alleviated the anxiety of some patients and enabled them to better access the medication, care and support they needed.

For patients with specific and complex needs, staff scheduled appointments at times which were accessible and convenient, taking any mobility or other constraints into account.

The practice was good at promoting people’s independence. Staff considered people’s lifestyle and social needs alongside their health when assessing how they could help patients. They sought to maximise people’s independence wherever possible.

We reviewed one example where a patient with limited mobility could not manage their daily activities, including being able to collect their prescribed medicines. Staff took a proactive and person-centred approach to understand the patient’s wider needs (including social, financial and housing), as their mobility challenges were negatively impacting both their physical and mental health. Staff worked to ensure the patient had consistent access to their medicines. They also helped the patient maintain their independence to do the things that mattered to them, leading to their improved emotional wellbeing.

In another example, a clinician proactively drew upon their prior experience and professional contacts to seek specialist advice for a patient to resolve deteriorating symptoms. Seeking external input and support resulted in the patient maintaining their independence. The patient continued to work, drive, and retain an active lifestyle.

Patients knew their rights and had choice and control over their own care, treatment and wellbeing. The practice ensured the communication needs of patients were met to enable them to be involved in their care.

The national GP Patient Survey showed that 41% of patients (who responded) said they were offered a choice of location when they last tried to make an appointment. This was significantly higher than the national result of 14%.

We received positive feedback from patients about the choices provided to them by Catterick Village Surgery. One patient said, “Receptionist was efficient and welcoming. We had the choice of which doctor we would like to see.”

Staff had access to information about local support routes. They helped patients and their carers access advocacy and community-based services.

The practice provided patients with caring responsibilities a ‘Carer Pack’ containing useful information on how to access advice and support. The information was clear and easy to understand. The pack contained useful checklists and forms patients could use to help them manage their responsibilities.

Catterick Village Surgery listened to and understood the needs, views and wishes of their patients. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Leaders actively considered the demographics of the people using their services when making decisions about how and where to deliver them. They anticipated the travel restrictions and needs of some patients, so ensured they maintained provision of healthcare in the immediate vicinity of Catterick Village.

The practice recognised bereavement can significantly impact people’s emotional wellbeing. Staff sent personalised condolence cards to relatives following the death of a patient. They contacted bereaved family members to check on their wellbeing and provide comfort through listening and offering support. The practice monitored any patients of concern. They ensured patients were signposted to additional support services and local networks.

Clinical and non-clinical staff responded quickly and appropriately to an urgent change in a patient’s needs.

We reviewed multiple examples where staff had recognised patients in need of immediate support and had taken appropriate action to help them. This included escalating concerns to leaders and highlighting when a patient may benefit from a home visit to ensure they were safe.

Clinical staff completed regular frailty reviews with vulnerable patients to ensure their needs (and the needs of anyone they cared for) were being met. Practice staff worked jointly with other health care, community, and local authority social care professionals to ensure people received the care and support they needed as soon as possible.

In one example we reviewed, staff acted quickly to safeguard and support a vulnerable patient back to their home. They calmly escorted the patient to reduce their distress, made sure the patient was safe, ensured ongoing monitoring was in place, then referred the patient for additional support moving forward.

Catterick Village Surgery cared about and promoted the wellbeing of its staff. The practice supported and enabled staff to always deliver person-centred care.

Leaders were willing to support staff in their professional development.

The practice had a lone working policy to ensure staff were safe. They also had appropriate policies covering bullying, harassment and equality and diversity to prevent staff from being mistreated at work.

Staff felt the practice fostered a positive culture ensuring dignity and respect for patients. We received only positive feedback from staff about working at Catterick Village Surgery. Staff told us they felt supported, enjoyed working at the practice, and that morale was good.

One staff member told us, “I have never experienced the level of support and encouragement that I receive here. It makes a significant difference both professionally and personally.”

Another said, “I love working here. The people I work with are amazing and make it a joy to come to work.”