Trent Vale Medical Practice

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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
The practice registration or initial consultations supported the identification of veterans. We were told a social prescriber liaised with the veterans who may require additional assistance.
Arrangements were in place to promote patient privacy. National GP Survey data reflected people felt listened to and were treated with kindness.
The practice had developed a bespoke bereavement support pack which included signposting information and support.
 

The service 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. Patient communication needs were met to enable them to be fully involved in their care.
 

The service 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. For example, signposting to the Social Prescriber to meet the patients’ needs. The GP Patient Survey 2025 regarding patients felt involved in their care and treatment was above the national target of 91% at 93%.
 

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 needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.
Reasonable adjustments details were recorded and detailed with the patients record. To ensure these were clearly visible to all staff on patient contact with the practice. A reasonable adjustment pack was placed on front desk of the reception for easy access to patients. A process was in place for those that required additional support, for example, a Tulip card which was combined with reasonable adjustments.
Staff members were supported by a duty GP clinician who completed clinical triage. The guidance in place for staff included an appointment time frame to ensure clinical staff had sufficient time allocated to meet the patient’s needs.
 

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 were valued by leaders. 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. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice.
Staff had completed a wellbeing and staff satisfaction survey. A Health and Wellbeing policy was in place. The practice ensured staff had protected breaks, realistic session plans, clinical catch up and debrief sessions.
The practice monitored and maintained their lone working policy.