Cornhill 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.

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. National GP Patient Survey data reflected people felt listened to and were treated with kindness. Staff we spoke with understood Gillick competency 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. Gillick competence is used to assess whether a child under the age of 16 is mature enough to consent to treatment without parental knowledge or permission.

Of the people who responded to the National GP Patient Survey, 96% said the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment. This was above the national average of 86%.

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. Patient communication needs were met to enable them to be fully involved in their care.

Leaders and staffpromoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment, and wellbeing. Staff supported patients and their carers to access community-based services.

Results from the National GP Patient Survey showed 96% of respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment, which was above the national average of 91%.

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. Of the people who responded to the National GP Survey, 92% found the reception and administrative team at this GP practice helpful.

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 as individuals and in their roles within the practice. 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 relaxing rest areas. Staff reported being supported if they were struggling at work. This included reasonable adjustments and changes to working patterns to support a good balance between work and their home life. We saw team building days were established within the practice.