Scott Road Medical Centre

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 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 mostly treated patients with kindness, empathy and compassion, and respected their privacy and dignity. They had a policy in place which set out clear expectations for staff.

Staff treated colleagues from other organisations with kindness and respect.

The service had a room available for any mother choosing to breastfeed in private.

We observed kind and caring interactions between staff and patients.

National GP Patient Survey data reflected patients of Scott Road Medical Centre felt they were listened to and treated with kindness. 92% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last appointment (which was above the national result of 87%). 90% of patients said their healthcare professional was good at treating them with care and concern (which was above the national result of 86%). This was reflected in the positive feedback from patients we received. One patient said, “My queries and concerns are always taken seriously by the whole team at Scott Road. I am listened to and they HEAR me.”

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

The service’s policies and procedures considered patients’ individual needs and any potential barriers to receiving healthcare.

Patient communication needs were met to enable them to be fully involved in their care. The service had a hearing loop in place for patients who were hard of hearing to minimise background noise during announcements. For patients who were sight impaired, the service provided information in a larger font size.

The service had a process in place to remind patients who may otherwise (due to their health condition, for example) forget about their appointment. We received positive patient feedback about this process.

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 community-based support services.

The service advertised a range of additional support services for patients on its website and on display in the premises, as well as directing patients to self-care information where appropriate.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service had a triage system which ensured people with immediate needs had access to services. Same-day appointments were available to patients who needed them.

The service was alert to the needs of its patients. Staff could quickly recognise when patients needed urgent help or support, and they used appropriate tools to assist. Feedback from patients included an example of the service researching a medicine for a patient to ensure it met their specific needs.

Patients had access to avenues of immediate support, including how to get help in the event of a mental health crisis.

The service cared about and promoted the wellbeing of their staff. They supported and enabled staff to deliver person-centred care.

Staff attended regular team meetings. Most staff told us they felt valued and supported at work.

Leaders had recognised the need to meet the wellbeing needs of staff. The service employed a Management Support Assistant whose role included a focus on staff wellbeing. The service had agreed to undertake several initiatives to improve the wellbeing and experience of staff at work.

We observed staff taking breaks in an area of the premises that had been renovated to create an outside space for staff.