Churchfields 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. Arrangements were in place to promote patients’ privacy. For example, they had a private room they could take patients to if they wanted confidential space to discuss their concerns. 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. Staff treated colleagues from other organisations with kindness and respect. During our onsite visit, we observed staff who were helpful and kind to patients. We gathered patient feedback who told us they felt cared for and described how compassionate staff were to them and their families during difficult periods.

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. Feedback we received from patients was positive. For example, one patient told us how they felt cared for as a person not a number. Patient communication needs were met to enable them to be fully involved in their care. Staff gave examples of how they worked alongside patients and made adjustments to support patients communication needs to enable them to be fully involved in their care, treatment and support.

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 advocacy and community-based services. Leaders provided examples of how they involved and supported patients to have choice and control over their own care. This reflected feedback we received off patients. National GP Patient Survey data found 96% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was higher than the local (93%) and national (91%) averages.

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. Appointment times were scheduled at times appropriate to patients’ needs for example, at quieter times. 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.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and appreciated by leaders. They told us they enjoyed working at the practice. Leaders promoted staff wellbeing through regular wellbeing events. We saw examples of how staff were supported, and workplace adjustments were put in place.