East Harling & Kenninghall Medical Practice

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence the service involved people in their care and treatment, and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question Good. At this inspection, we reviewed one quality statement and the rating remains Good.

People were usually treated with kindness and compassion.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We heard from the Patient Participation Group that recent changes had resulted in improved feedback to them. Patients we spoke to during our on-site visit also commented positively on the waiting list and that they had found it easier to access the practice.

Care home feedback was positive and showed that staff worked together to provide empathetic and effective services. There had been work done to ensure more effective communication between the practice and the care home. Staff reported that the staff that came to the home were caring and responsive.

We received a great deal of feedback from patients during the inspection. 108 patients told us that they had a positive experience at the practice and we received comments that staff were caring towards them.

There were concerns about the behaviours and attitude of staff raised by 57 patients.

Staff told us how they cared for patients and were able to give examples of times that they had delivered person-centred care for patients who were distressed or vulnerable.

We saw that the practice used complaints and feedback to improve the service.

Staff told us that they were sometimes unable to give the standard of care they would want to due to staffing pressures in the service.

We observed all staff interacting positively with patients, colleagues and other members of the public. The team supported each other to deliver care in a kind and empathetic way.

Although we saw staff working incredibly hard to provide care in a patient focused, empathetic way the lack of staffing resource and appointment availability meant that patients told us that they did not always feel that they were cared for appropriately.

A new practice manager had been employed and was implementing changes to improve patient experience.

The resource available regarding staffing and the physical environment posed challenges to delivering care.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.