Fordbridge 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 practice involved patients 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 practice always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed reception staff treating patients with kindness and respect.

National GP Patient Survey data reflected patients felt listened to and were treated with kindness. Of the people who responded to the National GP Patient Survey, 85% said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment (national result 86%).

The practice treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. They took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patient communication needs were met to enable them to be fully involved in their care.

The practice promoted patient’s independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing. Of the people who responded to the National GP Patient Survey,93% said they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment (national result 91%).

Staff helped patients and their carers to access advocacy and community-based services.

The practice listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

Leaders in the practice told us they cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The practice provided 24/7 access to an external wellbeing service for all staff.

Staff told us that recent changes in the management of the practice had led to positive change, although some staff told us it was too early to tell whether this would be sustained. Staff told us they now felt supported by their line manager and the leaders in the practice. Some staff told us that until recently they had not always felt valued, that there were not appropriate procedures to raise concerns and those they raised were not listened to. Some staff told us that previously information had been shared inappropriately amongst staff.