Mayfield 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 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 service had appropriate measures in place to safeguard patient privacy. For instance, patients were offered access to a private room to discuss confidential matters if they preferred not to do so at the reception desk.

Results from the National GP Patient Survey indicated that patients generally felt listened to and treated with kindness. In the most recent survey, 82% of respondents reported that the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This figure was close to the local Integrated Care System (ICS) average of 88% and the England average of 86%.
 

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-related needs were understood and appropriately met. Communication needs were identified and addressed to enable patients to be fully involved in decisions about their care.

The service actively promoted people’s independence, ensuring they were aware of their rights and had choice and control over their care, treatment, and overall wellbeing.
According to the most recent National GP Patient Survey results, 90% of respondents reported being involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was broadly in line with the local average of 92% and the national average of 91%.
Staff provided appropriate assistance to patients and their carers in accessing advocacy services and community-based support when required. This ensured individuals were able to exercise their rights, receive additional guidance, and access resources that supported their health 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. Staff 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.
Feedback from staff indicated that they felt valued by leaders. Leaders had implemented measures to support staff wellbeing, including providing appropriate resources and facilities for safe working, such as regular breaks and designated rest areas.
In response to staff feedback, leaders introduced standing desks to improve comfort and ergonomics. Additionally, staff participated in regular team-building activities to foster collaboration and maintain a positive working environment.