Carn to Coast Health Centres

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 assessed all quality statements in the effective key question. Our rating for this key question remains good. We observed that the service involved people and treated them with compassion, kindness, dignity and respect and protected their privacy and dignity. They treated people as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff understood and respected the personal, cultural, social, and religious needs of people. National GP Patient Survey data reflected people felt listened to and were treated with care and concern. One person told us ‘All of the staff at Carn to Coast are very helpful and are always willing to go the extra mile to help. Nothing is ever too much trouble’. Staff were aware of the needs of the patient population and were able to offer a holistic approach to support them. They displayed understanding and a non-judgemental attitude towards people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

Patient records were personal, and care and treatment was person-centred. The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were identified and recorded on patient records to enable them to be fully involved in their care. People’s wishes were recorded on their care record. There was a process to share these records with other local health and care professionals.

The service promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped people and their carers to access community-based services. Staff respected the choices and decisions people made. The service displayed posters and leaflets containing information to support people to make healthier choices.

The service 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 for appointment triage that ensured people with immediate health needs had access to the appropriate clinician. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Some people experienced difficulties when trying to access appointments over the phone and online.

Staff were positive about working at the practice. 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 they felt were valued by leaders and were able to speak to anyone without judgement. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Leaders were very conscious of staff wellbeing and supported staff during times of personal circumstances which sometimes resulted in time away from the business or adjusted working arrangements. Staff had annual appraisals and regular contact with their team leaders to support their wellbeing, build relationships and provide a space for conversations.