South View Partnership

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

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same. The service involved people and treated them with compassion, kindness, dignity and respect. Staff we spoke with demonstrated a very caring and patient centred approach to their work. The practice received higher than average scores for patient satisfaction in the National GP patient survey for all but one question relating to this key question. Staff we spoke to felt very well supported in their roles.We found that the service used innovative methods to support patients with sensory impairments and low digital confidence, resulting in improved access to services.

This service scored 80 (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. For example, Staff told us there were arrangements to ensure confidentiality in the reception area, including a room where private conversations could be held with patients.
Feedback from the National GP Patient Survey (2024) indicated that the practice was performing above national averages in this area. We saw that from 120 responses, 90% of patients said the healthcare professional they saw or spoke to was good at listening to them (National Average 87%), 87% of patients said the healthcare professional they saw or spoke to was good at treating them with care and concern (National Average 85%) and 95% of patients had confidence and trust in the healthcare professional they saw or spoke to (National Average 92%).
We reviewed the information available on NHS.uk website. Comments were mostly positive with 14 out of 20 patients indicating that staff were professional, kind and helpful. Five patients were dissatisfied with access to appointments and the customer service they received, and one patient had both good and bad experiences.
We received 95 comments through the Give Feedback on Care form on the Care Quality Commission’s website. The majority of comments (75) were positive with patients describing staff as professional, friendly and helpful. The remaining comments indicated that patients were not always satisfied with access to appointments and the online triage application used by the service.
We saw evidence that the service actively sought and analysed patient feedback and created a quality improvement plan in response. This included helping patients use the online triage application.
 

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. Staff had been provided with training in equal opportunities and ensured that individual communication needs of patients were known and accommodated.The service used innovative methods to support patients with sensory impairments and low digital confidence. This included an initiative to improve the service’s website in collaboration with visually impaired patient advocate. This resulted in a more inclusive digital access for patients and an increase in the number of patients who registered with the NHS App.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A Social Prescriber helped patients and their carers to access advocacy and community-based services. The result of the National GP patient survey showed that 92% of patients felt that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment (National Average 91%). Although feedback received by CQC indicated that not all patients were satisfied with their experience of the online triage system, the service had taken steps to make this system more accessible to patients by completing the triage form on their behalf.

The service listened to and understood people’s needs, views and wishes. There was a system for the triage of patients requiring an urgent appointment that ensured people with immediate needs had access to the service. Members of the team had been provided with training in basic life support and understood what to do in the case of a medical emergency.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke to told us they felt supported by managers who considered their individual circumstances and supported flexible working when required. Staff also told us they felt listened to and able to raise concerns when needed and had access to freedom to speak up guardians. Leaders were very supportive of staff who wished to develop their careers and skillset. Regular team building activities were also organised by managers to promote staff wellbeing.