The Groves 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 last reviewed this key question during our inspection published in July 2015, when it was rated Good. At this assessment this 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.

Data for the national GP survey 2024 showed a total of 85% 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 comparable to the national average of 85%. In addition, we received positive feedback from patients about clinical staff attitudes towards them.

The GP patient survey 2024 also showed 93% of respondents said the healthcare professional they saw or spoke to was good at listening to them during their last appointment, which was better than the local average of 89% and the national average of 87%.

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

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.

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

Data from the GP Patient survey 2024 showed, comparing to national average results, patients had less control and choice in seeing or speaking to their preferred healthcare professional, but had greater choice over the time and day of the appointment they were offered.

The practice had taken action to ensure patients were able to see their preferred healthcare professional though accepted that this was limited by staff availability on any particular day.

Staff, including a part-time social prescriber, helped patients and their carers to access advocacy and community-based services.

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 an online 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. Staff were supported in attending courses and workshops to update their knowledge.