Lapal Medical Practice

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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 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.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. For example, 90% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was above the local ICB average of 82% and the national average of 86%.

People were recognised and treated as individuals, with their preferences supported and incorporated into their care. Choice was consistently offered in both care and treatment. In addition, many of the staff were longstanding and were positive about working at the service and the leadership.

The service treated people as individuals and ensured that care, support and treatment were tailored to meet their needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture, and unique backgrounds, including protected characteristics.

Patients’ personal, cultural, social, religious and equality needs were understood and met. Staff were aware of and responsive to patients’ communication needs, enabling them to be fully involved in their care.

Resources were available to support patients who did not have English as a first language, including access to interpreting services and the use of translation services. Staff members spoke a range of languages, which helped support effective communication with the local population. A hearing loop was available in reception to support patients with hearing impairments. Patients who required additional time were offered adjusted appointments to accommodate their needs.

Staff demonstrated a good understanding of the needs of the practice population and provided examples of how they supported patients in practical and inclusive ways.

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

Staff helped patients and their carers to access advocacy and community-based services. The practice had access to a social prescriber through the PCN who provided support and information on local services within the community.

Feedback from patients reflected a generally positive experience. Feedback we received as part of this assessment was also positive. It indicated that the practice generally promoted patient autonomy and supported individuals in making informed decisions about their care. Patients reported being listened to, treated with respect, and given clear information to support choice and control. The practice was described as proactive, particularly in supporting older patients to maintain independence.

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.

The practice had operated a total triage system over the previous six months, which had been regularly reviewed and adjusted to support timely and appropriate access to care, particularly for patients with urgent clinical needs. A duty doctor was assigned daily, and triage decisions were supported by the wider clinical team to ensure patient concerns were reviewed promptly and consistently. This rota system enabled workload management and supported continuity of care.

The practice had demonstrated awareness of the needs of its local population, including a significant proportion of elderly patients. Staff had been trained to support individuals without access to digital technology, helping to ensure equitable access. Reception staff had been able to assist patients in navigating the triage process and signposted them to appropriate clinicians or services.

Clinicians with special interests had been available (some through PCN) to provide targeted support based on patient needs, and the triage system had enabled appropriate allocation to specific GPs or allied health professionals. Patients had also been referred to or accessed a range of extended services, including Pharmacy First, physiotherapy, mental health practitioners and a minor eye conditions clinic, enabling timely care in the most appropriate setting.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Leaders demonstrated a clear commitment to supporting the wellbeing of their workforce. Many staff had worked at the practice for several years and spoke positively about the culture and leadership. Staff told us they felt valued and supported, particularly when experiencing difficulties at work.

Sickness reviews were embedded within the appraisal process to identify any additional support needs and ensure staff were appropriately supported. A new induction programme had been implemented by the practice manager to ensure all staff were familiar with the practice’s procedures and processes, helping them feel confident and enabled in their roles.