Newport Medical Group

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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity

We observed reception staff listening to people carefully and making conversation with them including asking how other family members were. This was supported by patients.

Arrangements were in place to promote patients’ privacy. Staff we spoke with understood the 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.

However, feedback from the experience of care online forms received by CQC showed a mix of positive and negative patient experience. The provider explained that they were in a very deprived area and many patients did not have access to or indeed the inclination to complete the National Survey. They showed us evidence of asking for feedback during and after appointments with feedback forms and secure returns boxes available in the waiting area.

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.

Feedback from people using the service was positive. People told us how they felt positive about the caring nature of the staff and how the staff could communicate in different languages. This helped patients feel reassured that their concerns were understood by clinical staff.

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. The National GP Patient Survey data showed that 86% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This is above the average nationally.

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. Some people told us it was difficult to fill in the online request However, they had the option to call the surgery or come into reception to get help fill in the form. We saw that there were posters in the waiting room in English and Urdu that informed people of the appointment system as well as providing signposting to various services such as bereavement, debt advice and carers rights.

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 that team meetings and opportunities for informal discussions were established within the practice.