Hollywood Medical 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 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 meant people felt well-supported, cared for and treated with dignity and respect.

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 treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. National GP Patient Survey data showed 98%of people who responded said the healthcare professional they saw or spoke with was good at listening to them during their last general practice appointment. Staff we spoke with understood Gillick competency (refers to a young person under 16 with capacity to make any relevant decision) 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. This included adding a young person’s phone number to their records instead of their parents’ number from the age of 14 giving young people who were Gillick competent more control over their healthcare needs.

The service 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. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were met to enable them to be fully involved in their care. This included supporting visually impaired people to come in at quieter times so they could become used to the layout of the building which gave them confidence when attending for appointments.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. National GP Patient Survey data showed 99%of people who responded were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. Staff helped patients and their carers to access advocacy and community-based services such as carers support organisations and social prescribing services.

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 for appointment triage which 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 service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us leaders valued them. 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. Staff reported being supported if they were struggling at work. We saw team building days were established within the practice. Leaders encouraged flexible working, and this included allowing staff to time to see their children at school events and phased returns to work for staff with long term health conditions. Leaders had a large fruit hamper delivered weekly for staff which was kept in reception so staff could help themselves when they needed a snack.