The Longcroft Clinic

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

This is the first assessment for this provider under our new ways of reporting. This key question has been rated good.

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

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.

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.Arrangements were in place to promote patients’ privacy. 82.6% of people that responded to GP Patient survey stated that during their last appointment the healthcare professional was very good or fairly good at treating them with care and concern. The national average was 85.3%. We received 36 positive comments from patients who had a recent appointment, after the inspection. Comments included feeling listened to and valued and welcoming, efficient and kind. We did receive 5 negative comments and 2 were regarding the attitude of the GP they had seen.

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 culture and unique backgrounds and protected characteristics. 94.5% of people that responded to the GP patient survey stated that during their last appointment they were involved in as much as they wanted to be in decisions about their care and treatment. The national average was 90.9%. Peoples’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patients’ communication needs were met to enable them to be fully involved in their care.

The service worked well at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were able to choose a specific clinician to see if they had a personal preference. 93.9% of respondents to the GP patient survey who stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke with. This compares to a national average of 92.3%.Staff helped patients and their carers to access advocacy and community-based services that were appropriate to their individual needs.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs. 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. National GP Patient Survey data showed 83.2% of people that responded felt that the healthcare professional that they met at their last appointment was very good or fairly good at listening to them. The national average was 86.7%.

We received mixed responses from staff members regarding wellbeing and support. Some staff told us the service cared about and promote their wellbeing. They told us they felt valued by leaders and were supported. However, we also received comments relating to a bullying culture and being unable to speak up. A number of staff told us they did not feel comfortable raising concerns with all members of the leadership team.

All clinical staff we spoke with told us they were supported clinically and could get clinical advice if needed. We saw evidence of formal clinical supervision for non-medical prescribers.