Peartree Practice

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 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 practice 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 such as a quiet room for confidential discussions. National GP Patient Survey data reflected 82% of people felt listened to during their last GP appointment. The practice gathered Family and Friend’s scores (FFT), which showed consistently high levels of patient satisfaction for example June FFT feedback stated that 91% of patients would recommend the practice. Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support. The practice also provided examples of supporting families when a patient died; for example, a condolence card was sent to families, and additional condolence support was offered.

The practice treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. For example, reasonable adjustments were made for patients who are partially deaf, such as allowing longer appointments to ensure effective communication. This helps patients fully understand their doctor and have their needs properly addressed.

The practice 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 practices such as through signposting, leaflets and referrals. Administration staff were able to support patients and assist them to obtain support in the community. Equipment was provided to support patients’ independence such as a hearing loop.

The practice listened to and understood people’s needs, views and wishes. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff told us this was working well and if they had any concerns about a patient and there were no appointments left on the day, they could discuss this with the clinicians who would assess the patient’s needs. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff were very attentive to patients needs and assisted them positively. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. The National GP Patient Survey showed that 89% of patients found the reception and administrative team at this GP practice helpful.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were valued by leaders and were listened to and worked well together as a team. 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 and rest areas. The staff also received tokens of appreciation at Christmas and Easter time. Staff reported being supported by leaders when going through a difficult time . We saw evidence team building days were established within the practice.