The Bridge Surgery

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• 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 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 unchanged.

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. Patients were made aware that a private area was available should they wish to discuss sensitive or confidential matters away from the reception area.

The practice shared with us examples that demonstrated a caring and compassionate approach towards patients. They had received many thank you cards that recognised the kindness shown by staff. This was also reflected in the NHS Friends and Family Test feedback. The practice listened and responded to patient feedback. For example, following a suggestion from patients, arrangements had been introduced to send bereavement cards to families as a gesture of support and compassion during difficult times.

Results from the National GP Patient Survey reported that 82% of respondents felt the healthcare professional they saw was good at listening to them compared to the national average of 87%. 87% of respondents felt the healthcare professional at their last appointment was good at treating them with care and concern, compared to the national average of 86%. 96% of respondents had confidence and trust in the healthcare professional they spoke to during their last appointment compared to the national average of 93%.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.