Drs Hussain & Kotekar Also known as New 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 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 were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff were kind, caring, and compassionate. However, we found privacy and dignity were not always fully respected. In one treatment room, the privacy curtain was not properly fitted and needed extra clips to stay in place. This meant it did not fully protect patients’ privacy during treatment. People who provided feedback were mainly positive about the way staff interacted with them. They said staff were kind and caring and they felt listened to. Of the people who responded to the National GP Patient Survey, 94%said the healthcare professional they saw or spoke with was good at listening to them during their last general practice appointment which was better than the national average of 87%.

Staff treated people as individuals and made sure their care met their needs and preferences. They considered each person’s strengths, goals, culture, and background. People’s personal, cultural, religious, and equality needs were understood and respected. Communication needs were also met so everyone could be fully involved in decisions about their care. The practice employed staff from different backgrounds and cultures, which meant some patients could ask to see a clinician who spoke their first language.

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 community-based services. Of the people who responded to the National GP Patient Survey, 99%said they were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

Leaders and staff listened to people and understood their needs, views, and wishes. Staff responded quickly to any discomfort, concern, or distress. There was a triage system in place to make sure people with urgent needs could access care promptly. Because this was a smaller practice, staff knew many patients well and could recognise when someone needed extra support. They could also request help from clinicians, who responded quickly when needed.

Leaders demonstrated a strong commitment to staff wellbeing, enabling them to consistently deliver person-centred care. Staff reported feeling valued by leadership, and leaders had taken proactive steps to support their wellbeing. This included providing appropriate resources for safe working, such as regular breaks and access to rest areas. Staff also felt supported during challenging times, and we saw evidence of effective support for individuals returning from long-term health-related leave. A formal wellbeing policy was in place to guide and structure the support offered to staff.