Kiveton Park 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

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 good. At this assessment, the rating remains the same.

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.

Kiveton Park Medical Practice always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Results from the National GP Patient Survey showed that the practice scored consistently higher than the national average across several areas, for example:

• 80% of the respondents to the survey responded positively to their overall experience of the practice (national average 77%):
• 88% of respondents stated that during their last appointment, the healthcare professional was good at treating them with care and concern (national average 86%): and
• 77% of respondents stated that during their last appointment, the healthcare professional was good at considering their mental wellbeing (national average 75%)

The latest ‘Friends and Family Test’ feedback from patients also reflected a high level of satisfaction with the practice with 96% of respondents rating the practice as ‘good’ or ‘very good’.

In patient feedback to the CQC, patients frequently praised the kindness, compassion, and professionalism of practice staff. People reported feeling listened to, respected and supported, and described staff as taking time to understand their individual needs and circumstances. Several patients expressed gratitude for the care and effort staff had invested in supporting them, which helped them feel valued and reassured about their care and treatment.

During our visit we observed that arrangements were in place to promote patients’ privacy and that examination rooms, for example, had privacy curtains, privacy glass and/or blinds, and sliders on doors to show if rooms were occupied.

Kiveton Park Medical Practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. It took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and their protected characteristics.

Patients’ personal, cultural, social, religious, and equality-related needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care and reasonable adjustments were made to meet the individual needs of patients. For example, staff arranged for a patient with a learning disability and a patient with visual impairment to receive their medicines in nomad boxes. These pre-packed medication organisers helped ensure they could take the correct medicines at the appropriate times and supported them to manage their treatment safely and independently.

Results from the National GP Patient Survey showed that 96% of patients felt that they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment. This was above the national average of 92%.

89% of patients also felt that the healthcare professional they saw during their last appointment was good at listening to them, as compared to the national average of 87%.

In feedback received by the CQC, patients demonstrated that staff treated people as individuals and responded to their specific needs. Patients described clinicians taking time to listen to their concerns, discuss treatment options and provide personalised support. Several patients expressed gratitude for the care, attention and effort staff had put into supporting them, with some commenting that staff went above and beyond to ensure they received appropriate care and reassurance.

Kiveton Park Medical Practice promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

Systems and processes were in place to support patients and their carers to access advocacy and community-based services, and this included signposting through the practice website to NHS resources on carer’s assessments, respite care, benefits for carers and help for young carers.

Results from the National GP Patient Survey showed that 60% of patients said that they were offered a choice of time or day when they last tried to make a general practice appointment (compared to the national average of 57%).

47% of patients also said that they were normally able to see or speak to their preferred healthcare professional when they would like to (as compared to the national average of 42%).

96% of respondents to the survey also stated that they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (as compared to the national average of 92%).

These findings indicated that people were generally supported to exercise choice and control over their care and treatment and to be involved in decisions about their health and wellbeing.

Kiveton Park Medical 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 for appointment triage that ensured people with urgent needs had access to the services they required.

The National GP Patient Survey showed that 88% of patients said that their needs were met during their last general practice appointment, which was just below the national average of 90%.

Kiveton Park Medical Practice cared about and promoted the wellbeing of their staff and supported them to deliver person-centred care.

There was a lone working policy in place for staff working alone on-site or working away from the surgery. The practice also had an Equality and Diversity Policy, which demonstrated its commitment to promoting a respectful and inclusive environment. The policy supported staff to treat others with dignity and encouraged them to raise concerns if they experienced discrimination.

In feedback to the CQC, staff spoke positively about the practice and told us they felt supported by both line managers and senior leaders. Staff also described managers as visible, approachable, and supportive.

During our assessment, we saw that leaders had taken clear steps to recognise and meet the wellbeing needs of staff. This included providing the resources and facilities necessary for safe working, such as suitable rest areas and opportunities for regular breaks. We also saw that the practice promoted staff wellbeing through regular team-building events and social events.

The practice also supported staff to develop and progress their careers. For example, a member of the cleaning team had progressed to become a nurse associate, while a member of the reception team had progressed to become the dispensing manager. This demonstrated the provider's commitment to supporting staff development and creating opportunities for career progression.