The Gables Medicentre

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 assessed all quality statements in the caring key question. 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.

Staff treated people with kindness, empathy and compassion and respected people’s privacy and dignity.

Staff we spoke with and received feedback from demonstrated a genuine commitment to providing the highest level of care to the inclusion health population. We observed staff treating people with kindness and respect within the waiting room.

National GP Patient Survey data reflected people felt they were treated with kindness. For example, 87% of people who responded stated the healthcare professional treated them with care and concern during their last appointment, this was above the national average of 86%.

The practice supported bereaved family members and provided information about support available.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’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.

People’s individual needs and preferences were recorded and the service adapted accordingly, for example translation services and longer appointments were made available. Staff told us people were able to communicate with the service via their preferred method.

The National GP Patient survey results found 96% of people who responded to the survey had confidence and trust in the healthcare professional they saw or spoke to during their last appointment, this was above the national average of 93%.

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 people and their carers to access advocacy and community-based services and could refer people to the social prescriber or health and wellbeing coach for information and guidance for support available to them.

The National GP Survey results found 90% of people who responded to the survey were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was in line with the national average of 91%.

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 a system that ensured people with immediate needs had access to services via the duty doctor. Staff we spoke with knew the process for referral to emergency support.The national GP Patient Survey results found 88% of people who responded to the survey stated they felt listened to by the healthcare professional during their last appointment, this was above the national average of 87%.

The service promoted the wellbeing of its staff and supported staff to 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, such as regular breaks. Staff reported being supported if they were struggling at work.