Morland Road 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 service always 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. There was a space available if patients needed to have private conversations with reception staff. Consultation rooms were closed during consultations to avoid conversations being overheard. All computers were password protected.

National GP Patient Survey data reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency and had completed training in this area. 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 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.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Staff told us when new patients joined the practice information relating to their needs were gathered. This information was coded so staff could make appropriate adjustments such as considering appointments time and access to services.

Patient communication needs were met to enable them to be fully involved in their care. For example, interpreters were arranged if a patient needed one.

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 patients and their carers to access advocacy and community-based services. For example, they referred people to a local BME (Black and Minority Ethnic) forum and Sikh temple for community support.

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 that ensured people with immediate needs had access to services. For example, they had slots available for on the day emergency appointments. When the practice was closed details of 111 and emergency services were available on the answer phone, website and a poster displayed at the practice, visible from outside.

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 they were valued by leaders. They described managers as “friendly” and “approachable”. Staff gave examples of managers being supportive when they were unwell or experiencing emotional matters. Staff felt their wellbeing was always considered by managers. They told us they were supported if they were struggling at work.

Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working. They had subscription with a staff well-being company who provided support and various resources such as access to questionnaires, quizzes and activities such as pottery classes. Staff told us this service helped to maintain their well-being. We saw team building days and evening meals together were established within the practice.