Crawley Road Medical Centre

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 supported and treated with dignity and respect and involved as partners in their care. Staff treated people as individuals and promoted their independence, choice and control. The practice responded to people’s immediate needs. Patients had information they needed to make decisions about their care and treatment. There were systems and processes to ensure workforce well-being and enablement.

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.

Feedback from people via the NHS website and friends and family test showed people felt they were treated with kindness, compassion and dignity in their care, and they felt that staff listened to them and communicated with them appropriately and in a way they understood. Arrangements were in place to promote patients’ privacy. Patients we spoke with told us they felt that staff treated them with respect and dignity.

Leaders explained patients were signposted to social prescribers and information about support groups which was available on the practice website and on posters in the waiting area. There were arrangements to ensure confidentiality at the reception desk such as a private room for distressed patients or those wanting to discuss sensitive issues. There was a hearing loop in reception for people with hearing impairment.

Staff used communication tools so people were communicated with in a way that they could engage with. The practice website was translatable into other languages, and leaflets were available in various languages. There was a process in place to support the relatives of recently bereaved patients.

The GP Patient Survey carried out from January to March 2024, found that 93% of respondents stated the healthcare professional they saw had all the information they needed about them during their last GP appointment, and 86% stated the healthcare professional was fairly or very good at listening to them.

The practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The GP Patient Survey carried out from January to March 2024, found that 92% of respondents stated they were to some extent or involved as much as they wanted to be in decisions about their care and treatment.

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.

The GP Patient Survey carried out from January to March 2024, found that 77% of respondents knew what the next step would be after contacting the practice and 84% knew what the next step would be within two days of contacting the practice. In addition, 86% felt their needs were met during their last general appointment. These results were in line with the local averages.

People received safe, effective and person-centred care. The provider recognised and met staff well-being needs by ensuring necessary resources and facilities for safe working practices, such as regular breaks and an improved the staff room. Staff reported feeling valued by leaders and colleagues; leaders celebrated staff birthdays and provided daily fruit.