Central Medical Centre

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.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staffwellbeing.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The national GP survey 2025 showed a total of 81% of respondents said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was comparable to the local average of 87% and the national average of 86%. We received positive feedback from patients about clinical staff attitudes towards them.

The GP patient survey 2025 showed 82% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last appointment.

The practice had undertaken their own local patient survey 316 responses were received. Responses included 89% of patients had confidence and trust in the healthcare professional they spoke to, 84% of patients felt that during their last appointment they had been involved as much as they wanted to be in decisions about their care and treatment.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. 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 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.

Appropriate adjustments were made to the service based on patients with protected characteristics. For example, patients with learning disabilities were invited for an annual review. Staff told us when patients register, patients could indicate their preferences, this was then coded on their system. 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. For example, staff were able to speak a range of languages including Tamil (18% of the practice population spoke Tamil), the practice also had access to language line. If patients struggled with hearing a hearing loop could be provided. We were told the practice tried to identify adjustments for patients at new patient checks, they checked the form for communication needs, religion, cultural care needs and if patients needed any additional support. Staff informed us patients would be offered a chaperone where appropriate.

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.

One of the GP partners had led a proactive frailty project where housebound patients were contacted by the PCN care coordinator to identify their needs and consent to participate in the project. These patients were then discussed at an MDT with community services, local PCN GP practices and Age UK, from this it was then decided who was best placed to visit the patient. The visit involved a comprehensive care plan looking to maintain independence, improve quality of life and reduce risk of hospital admission.

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 practice had a mental health practitioner, that worked at the practice. The PPG told us if patients came to the practice and needed a same day appointment, they could get one if a clinical need was identified.

The practice had created a dedicated bypass line for very frail individuals who met a certain criteria to be able to contact the practice.

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. They had regular meetings where staff could raise concerns. Staff reported being supported if they were struggling at work. Staff members told us they felt encouraged to contribute their ideas. Leaders told us they value and support all team members. At the time of the inspection the practice had just finished building a separate recreational building where staff could relax and have space for engagement separate to main building for patients.

The practice was supporting a salaried GP with undertaking a fellowship in diabetes. They also allocated time for the GP to sit in with consultant diabetes specialist nurses (DSNs). Also ongoing training including having practical 1-2-1 insulin initiation experience with the DSN.

Leaders were supporting one of the practice pharmacists in undertaking the independent prescribing qualification with diabetes as a key focus, the other practice pharmacist had also been supported in an independent prescribing qualification with COPD and asthma as a key focus.

The ANP supports the nursing team in development and demonstrated the competency framework being used.