Ellergreen 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.

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. The practice was accredited veteran friendly and treated people with empathy, compassion and respected their privacy and dignity.

National GP Patient Survey data reflected people felt listened to and were treated with kindness. For example, 87% 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, which was about the same as the local average of 87% and the national average of 86%. A total of 72% of people who responded found the reception and administrative team helpful, which was lower than the local average of 86% and national average of 85%.

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.

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.

Results from the National GP Patient Survey indicated that 83% of patients felt the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment, which was higher than the local average of 77% and the national average of 75%.

The service promoted people’s independence, so they 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.

National GP Patient Survey data found that 91% of people had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment, which was below the local and national average of 93%.

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 results of the National GP Patient Survey showed that 75% of patients knew what the next steps would be after contacting their GP practice which was lower than the local and national average of 84% and 96% of patients knew what the next steps would be within 2 days of contacting their GP practice. These results were higher than the local average of 95% and the national average of 93%.

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 leaders valued them. 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. We saw team building and away days were established within the practice.