Somerford Grove 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 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 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.

GP Patient Survey results were positive and reflected that patients were treated with kindness and respect. Of respondents, 92% said the healthcare professional was good at listening to them during their last appointment compared to 83% locally and 87% nationally. In addition, 93% said the healthcare professional was good at treating them with care and concern compared to 82% locally and 86% nationally. Most respondents (94%) reported they had confidence and trust in the healthcare professional they saw or spoke with, compared to 91% locally and 93% nationally.

Complaints were handled promptly and confidentially. Measures were in place to ensure privacy at the reception desk, and a private room was available for patients who were distressed or needed to discuss sensitive matters. There was a hearing loop at the reception desk for patients with hearing impairments.

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.

Staff and leaders reported that people’s individual preferences and circumstances were understood and reflected in their care and support. Personal, cultural, social, and religious factors were considered and clearly documented.The service had effective systems to meet communication needs, enabling people to engage meaningfully in their care and treatment and to optimise their experience and outcomes.

GP Patient Survey results showed 84% of respondents said the healthcare professional was good at considering their mental well-being during their last appointment, compared to 73% locally and 75% nationally. In addition, 95% felt the healthcare professional had all the information they needed about them during the appointment, compared to 91% locally and 92% nationally.

The practice promoted people's independence, choice and control. Patients could access social prescribing, community groups and well-being initiatives that supported self-management and independence. Staff encouraged patients to be actively involved in decisions about their healthcare.

Staff helped patients and their carers to access advocacy and community-based services. Staff reported that they had offered longer consultations when needed to support patients. Systems were in place to support patients facing communication barriers, including those who may have been digitally excluded.

The practice listened to and understood people's needs and responded appropriately. Staff received training in recognising deteriorating patients, including sepsis awareness. A triage system operated throughout the day, and urgent cases could be reviewed by duty clinicians. This arrangement supported timely assessment and intervention when concerns were identified.

Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The practice promoted staff well-being and supported staff to deliver person-centred care. Staff described a cohesive team culture in which concerns could be discussed openly. Well-being initiatives included shared lunch periods, yoga sessions and regular opportunities for team engagement. Leaders recognised the importance of staff well-being and promoted a supportive working environment, 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. Although there was no formal anonymous staff survey process, leaders acknowledged this as an area for future development.