The Nile 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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Data from the National GP Patient Survey showed that 81% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern. This was comparable the national average of 86%. The survey data also showed that 77% of respondents to the GP patient survey responded positively to the overall experience of their GP practice. This was comparable with the national average of 75%.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data showed that people felt listened to and were treated with kindness. Staff we spoke with understood legislation around gaining consent from young adults and children.

The practice collected patient feedback through the Friends and Family test. We reviewed 200 recent responses and found that patients were overwhelmingly satisfied with the service. People commended staff working at the practice, the care provided and stated that access to appointments was good. They stated staff were very kind, helpful, compassionate, professional and listened to their concerns. They used words such as brilliant, fantastic and understanding to describe the care received. We received 1 patient comment through our Give Feedback on Care service. They stated that the service was excellent and the receptionists were very friendly.

Leaders told us that they called the people to offer their support when a close relative had died.

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.

People’s’ personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care.

The practice had identified 301 people registered with the practice as carers. This was 3% of the practice population.

We found that leaders involved all staff groups in making improvements to the way individuals were treated. For example, the ability for receptionists to book reviews for people with dementia outside of usual times to accommodate carer’s needs. Also, the introduction of a system for receptionists to send appointment reminders to vulnerable patients, such as people with a learning disability, on the day to remind them of their appointment.

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 people and their carers to access advocacy and community-based services. Staff told us how they made referrals to the care co-ordinator and social prescriber to support the independence of this group of people.

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. Data from the national GP patient survey showed that 91% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was comparable with the national average of 93%.

There was a duty doctor system that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to 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.

Staff told us that the Primary Care Network offered a well-being service that offered appointments such as counselling, help with financial issues and online therapy sessions. They told us at Christmas the practice had treated them to Christmas meals and a voucher. A GP partner had given them all a personalised mug. They were also given Easter eggs at Easter to recognise their hard work. Staff had access to 2 WhatsApp chats, 1 for socialising and a work-related chat.