Redgate Medical Centre

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.

Our rating for this key question remains good. We observed the service involved people and treated them with compassion, kindness, dignity and respect. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choices in their care and treatment. The service supported staff wellbeing.

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.

During the site visit, we observed that the staff were attentive, caring and empathic to people. Although conversations could be overheard at the reception area, a room near the reception area was available for private conversation. The latest national GP Patient Survey data reflected people were positive in the overall experience of the service and the service was good at treating them with care and concern. However, people’s experience in their confidence and trust in the healthcare professional and being listened to by the healthcare professional were slightly below the national average. The service was aware of these newly released results. They planned to share and discuss the results with the whole team and PPG to identify areas for improvement and to develop an action plan for any identified issues. CQC received feedback from people using the service showing staff were helpful, friendly and caring.

Staff understood and respected the personal, cultural, social and religious needs of people. Staff treated people as individuals and were able to describe adjustments they made to support them. For example, offering appointments at quieter times of the day or longer appointments for people with learning disabilities. People’s communication needs were met to enable them to be fully involved in their care. The National GP Patient Survey data reflected people were involved as much as they wanted to be in decisions about their care and treatment. People’s wishes were recorded in their care records. There was a process to share care records with other local health and care professionals where required. The service carried out its own patient survey, monitored for themes and took actions depending on the nature of the concern. One of the examples was the launch of the new triage system to improve access.

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

Staff considered people’s communication needs and barriers to care and made adjustment to support and maximise people’s independence. Staff gave examples of how they engaged with people to understand their needs. For example, developing rapport with people and exploring any barriers to healthcare such as travel distance. The text message to people had to be simple and clear to suit their reading age. People could access information in the service, such as posters and leaflets and on the service’s website to support them to make healthier choices. The service had disabled access and hearing loops to promote 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 new system for appointment triage ensured people with immediate needs had access to services. Staff explained how people’s needs were prioritised, and they had received appropriate training to recognise when urgent help or support was required. Staff we spoke with knew the process for referral to emergency support. Staff were able to give relevant examples.

The service cared about and promoted the wellbeing of their staff.

Staff we spoke with were happy to work at the service. Staff felt well supported by leaders and could approach them at any time for advice, guidance or concerns. The service supported the staff in professional development and career progression. Staff shared several examples of how the service supported flexible working arrangements to accommodate personal and family needs, including phased returns to work following periods of absence to help individuals readjust. The service conducted a staff survey to explore their wellbeing, challenges at work and suggestions for improvement. The results were discussed in team meetings and changes were made.