New Cross Health 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 inspection, we rated this key question as Requires Improvement. At this assessment, the rating has changed to Good.

Staff protected the privacy and dignity of patients. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The National GP Patient Survey showed patient satisfaction was below the national average with 3 of the 4 indicators relating to kindness, compassion and dignity. These indicators included respondents who said that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern; respondents who responded positively to their overall experience of their GP practice; and respondents who stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them. Patients were also asked if they had confidence and trust in the healthcare professional they saw or spoke to at their last appointment; satisfaction with this indicator was in line with national averages. Data was collected for this survey between January and March 2024.

The provider had carried out their own patient surveys and shared the results of these from the previous 12 months. The practice repeated the survey every 3 months. Unverified data shows positive responses from patients when asked how likely they were to recommend the practice to friends and family.

There were 2 reviews posted on the NHS website regarding this practice in the last 12 months. Both reviews were positive about the service received; comments referred to friendly and patient staff.

We received 43 comments from patients shared directly with CQC in the last 12 months. Of these, 26 were positive about the service and 17 were negative. Positive comments referred to staff being professional, polite and good listeners. Comments also referred to good customer service and helpful staff. Negative comments referred to difficulty accessing appointments and referrals.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Patient communication needs were met to enable them to be fully involved in their care.

The National GP Patient Survey published in July 2024 showed patient satisfaction was in line with national averages when patients were asked about their involvement in decisions about their care and treatment.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

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.

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 felt supported to carry out their roles. Staff told us they had been supported by the provider to attend training courses to develop their roles, and in some cases, progress to a different role.

The provider carried out staff surveys. Unverified data shows staff knew how to raise concerns and felt this would be welcomed by practice leaders. Staff said they felt the workplace prioritises the mental health of employees and knew how to access mental health support.