The Weobley and Staunton-On-Wye Surgeries

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 outstanding. At this assessment, the rating has changed to good.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Feedback from patients showed they were treated as individuals and were supported in their choices. We observed staff interactions with patients and found that staff were polite and respectful. Staff were able to give examples of when they had responded to patients’ immediate needs. National GP Patient Survey data reflected that people felt listened to and were treated with kindness. For example, 90% of respondents said the healthcare professionals were good at treating them with care and concern, which was higher than the national average of 85%. Arrangements were in place to promote patients’ privacy. Staff who completed chaperone training were aware of their role and responsibilities when providing this service.

The practice treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. Personal, cultural, social, religious and equality characteristic needs were understood and met. Patient communication needs were also met to enable them to be fully involved in their care. Staff could refer patients to the social prescriber for additional support. To accommodate people including the older demographic and those with specialised needs, the practice offered longer GP appointments and patients were able to receive written letters instead of text messages if this was their preference.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. National GP Patient Survey data showed that 96% of respondents said they were involved as much as they wanted to be in decisions about their care and treatment which was higher than the national average of 91%. There were systems in place to support a pro-active, multi-disciplinary approach in the co-ordination of care for patients including those receiving end of life care. This was reflected as 48.9% of the practice’s patient deaths this year occurred at home, in comparison to the national average of 28.4% showing that people’s wishes were listened too.

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 which included clinical triage for appointments that ensured people with immediate needs had access to appropriate services. The practice would often treat minor injuries onsite to reduce the need of going to hospital. Staff we spoke with knew the process for referral to emergency support. The social prescribers could offer support and signposting to other relevant services to meet the needs of patients. National GP Patient Survey data showed that 94% of respondents had confidence and trust in the last healthcare professional they saw or spoke to.

The practice cared about and promoted the wellbeing of their staff and supported staff to always deliver person-centred care. Staff told us their health and wellbeing were considered and supported by leaders. Most staff told us they felt listened too and valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff by sending out a staff wellbeing survey. Although the results had not been completely reviewed, some actions had already taken place. For example, a wellbeing policy was created, and wellbeing topics were added to their accessible system to support good wellbeing. Social events were also organised by the practice.