Arden Medical Centre

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• 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 the service involved people and treated them with compassion, kindness, dignity and respect. This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment. 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 demonstrated a strong culture of kindness, compassion and respect. Patients consistently told us they felt listened to, supported and involved in decisions about their care. Feedback described staff as caring, professional and responsive, with positive experiences reported across both clinical and reception teams.

Effective systems were in place to protect people’s privacy and dignity, and staff demonstrated a good understanding of confidentiality. National GP Patient Survey results reflected positive patient experiences, with 99% of respondents reporting they were treated with care and concern, compared with 84% locally and 86% nationally. In addition, 96% said healthcare professionals were good at listening to them, and 100% reported confidence and trust in the clinician they saw.

The practice took a holistic approach to care, with 83% of respondents reporting that their mental wellbeing was considered during appointments, higher than local and national averages. Reception staff were also viewed positively, with 96% of respondents describing them as helpful.

The practice supported continuity of care for people living with dementia, helping patients and relatives build trusted relationships with clinicians.

Overall, feedback and survey results demonstrated that people were treated with dignity, compassion and respect and received person-centred care from staff committed to meeting their needs.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.