Grange Surgery

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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. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 80 (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 was very good at treating people with kindness, empathy and compassion. Staff displayed understanding and a non-judgemental attitude towards people.

Feedback from people who used the service was highly positive for being treated with kindness, empathy and compassion. The experience of people who used the service as indicated in the National GP Patient Survey showed that 97% of respondents felt that the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (87% nationally) and 97% of respondents found the reception and administrative team at this GP practice helpful (compared to 85% nationally). In addition, 97% of patients (compared to 86% nationally) felt that during their last appointments the healthcare professional was very good or fairly good at treating them with care and concern.

The provider also shared feedback with us that they had received through the NHS Friends and Family Test for the previous 6 months and this showed high patient satisfaction with the service. Between 93% and 98% of respondents over this period would recommend the service and staff and service were consistently described as ‘excellent’ and ‘professional’.

A number of people who used the service also shared their experience with CQC directly through the CQC website. This included positive feedback about the staff and overall experience of the service. We also spoke directly with a number of patients during our on-site visit. The feedback we received was highly positive with many examples provided whereby patients felt the staff team had gone above and beyond their expectations in supporting them through their health and treatment journey.

We spoke with a range of staff in different roles and without exception they demonstrated a highly caring and supportive patient centred approach to their work.

There were arrangements to ensure confidentiality in the reception area. For example, if people were distressed or wanted to speak to reception staff in confidence they could use a designated room on the ground floor which was set aside for this purpose each day.

The practice had designated members of the team to take a lead with supporting patients. For example, a cancer champion was responsible for promoting cancer screening and contacting newly diagnosed patients and signposting patients to support. The practice was also an Armed Forces veteran friendly accredited practice had achieved an award for ‘Pride in practice’.

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.