The Wrythe Green Surgery

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 85 (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 was exceptional at treating people with kindness, empathy and compassion. People’ s privacy and dignity was respected. Staff treated colleagues from other organisations with kindness and respect.
Staff also told us that it was part of the service’s ethos that face-to-face interaction with patients was important to best build trust and confidence. Appointments at the service were face-to-face, unless requested by the patient.
In response to previous feedback from patients about GPs being “rushed” and from GPs about the complexity of consultations, the service had arranged appointment slots to maximise the time doctors had to speak to patients.
People at the practice who responded to the last National GP Patient Survey were significantly more positive than the average national results for trust and confidence healthcare professionals (100% compared to a national average of 92.5%) and how well healthcare professionals listen (100% compared to 87%) and treat people with care and concern (99% compared to 86%).
Arrangements were in place to promote patients’ privacy.
Staff we spoke with 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.
 

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service 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.
The service held a daily meeting which was attended by all the GPs working that day, plus any GPs in training or medical students on site. Staff told us that this meeting represented the ethos of the practice as it was dedicated protected time for clinicians to talk about how best to deliver care in line with people’s individual needs.
People at the practice who responded to the last National GP Patient Survey were significantly more positive than the average national results for being involved as much as they wanted to be in decisions about their care and treatment. 98% of those who responded stated this, compared to a national average of 91%.
 

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 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.
 

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. We saw team building days were established within the practice.