St Martin's Gate Surgery

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 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 practice always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. National GP Patient Survey data reflected people felt listened to and were treated with kindness. The Patient Participation Group (PPG) told us they were always treated with kindness and compassion and shared examples of feedback they received off patients that reflected this. Arrangements were in place to promote patients’ privacy. For example, chaperones were available, privacy curtains were in all clinical rooms, and a mobile screen was kept in reception for emergencies. The practice ensured that additional support to patients was considered for those who were vulnerable. For example, they ensured all patients who were nearing end of life stayed with the same GP for continuity of care.

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. Clinicians told us they treated patients holistically. The National GP Patient Survey reflected this as it showed 83% of patients said the healthcare professional they saw or spoke to was good at considering their mental well-being during their last general practice appointment. This was above the national average of 73%.

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 services such as social prescribers. The practice provided a choice of face to face or telephone appointments with a variety of healthcare professionals. Home visits were also available to those who required them.

The practice 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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The practice cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. Staff told us they were valued and supported by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff. For example, they made adjustments to working hours to support staff.