Partnership Primary Care 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

We looked for evidence that the practice 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 meant people were supported and treated with dignity and respect.

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 practice 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 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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. This was supported by results of the Friends and Family Test (FFT) and direct feedback we received from patients. There had been 1,069 responses to the FFT in the 12 months preceding our assessment, of which 83% rated the practice as very good or good. We received feedback from 32 patients, 29 of whom were consistently positive about Caring and Responsive aspects of the service.

Staff understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

Direct feedback we received included –

“I'd like to commend the surgery and staff following a recent appointment. I couldn't have expected better care, from appointment booking, GP consultation through to reception staff at the end of my visit. Everyone was kind, efficient and helpful. Facilities and waiting room were spotless too.”

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

People’s 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 practice promoted people’s independence, so they 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.

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.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff feedback we received confirmed they knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

In their feedback to us, 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.