Dr A Bisarya

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 provider 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 people’s 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. We observed that staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Results from the National GP Patient Survey indicated that 89% of patients considered that at their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern, compared to 85% nationally.

The provider 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 and unique backgrounds and protected characteristics. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were met to enable them to be fully involved in their care. Results from the National GP Patient Survey indicated that 90% of people felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, compared to 87% nationally. Results showed that 82% of people felt the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment, compared with 73% nationally.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped people and their carers to access advocacy and community-based services. People were supported to have choice and control over their own care, and to make decisions about their care, treatment and wellbeing. The result of the National GP Patient Survey showed that 93% of respondents felt that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was in line with the local and national average. Staff helped people and their carers to access community and advocacy services.

The provider 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. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. The results of the GP National Patient Survey showed high levels of satisfaction with people having their immediate needs met. Results indicated that 93% of people (compared to 83% nationally) felt that they knew what the next step would be after contacting the practice.

The provider 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. 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 rest areas. Staff reported being supported if they were struggling at work.