Hurley Clinic

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 good. At this inspection, the rating has changed to requires improvement. We considered the results of the National GP Patient survey and found that the service had performed below the national average for questions relating to this key question. The service implemented an action plan and identified that the use of locums may have influenced the survey results relating to the caring key question. In repose, the service recruited 7 salaried GPs to improve patient experience. However, the effect of these efforts are not yet reflected in patient feedback.

This service scored 60 (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 did not always treat people with kindness, empathy and compassion. The National Patient Survey results demonstrated that out of 133 responses, 72% felt the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment (National Average 85%). The results also showed 77% of patients felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (National Average 87%). However, we found arrangements were in place to promote patients’ privacy, including a private room available for patients wishing to discuss confidential information. Staff we spoke with understood Gillick competency and the process for obtaining informed consent from patients.

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, and all staff had received equality and diversity training. Patient communication needs were met to enable them to be fully involved in their care, including the provision translation services. An ‘Inclusion Board’ was in place to ensure the service complied with equality and diversity policies and legislation.

The service did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. The National Patient Survey results demonstrated that out of 133 responses, 77% felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (National Average 87%), 63% felt the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment (National Average 73%) and 79% felt they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (National Average 91%). However, we found patients and their carers had access to the support of a social prescriber who could refer them to advocacy and community-based services. Patients were also able to book appointments with a variety of clinical staff, including GPs, practice nurses, and a Health Care Assistant. The practice actively encouraged patients to become involved with how the practice delivered services, including by promoting the PPG on their website.

The service did not always listen to and understand people’s needs, views and wishes. The National Patient Survey results demonstrated that out of 133 responses, 77% felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (National Average 87%). However, 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 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. Workplace adjustments could be made for staff who needed support. Staff had access to an employee assistance programme and were able to give feedback to the leadership team through a staff survey.