The Hollies Medical Practice

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 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 people’s privacy. National GP Patient Survey data reflected people felt listened to and were treated with kindness. The provider had guidance in place to support people, for example bereavement guidance and a consent policy. People experiencing a recent bereavement were offered an appointment with a GP and supported through the process via the registration team within the practice. Staff we spoke with gave us examples of how they respected people’s privacy and dignity. If people wished to, they could access a private side room instead of waiting in reception.

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.

People’s’ 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. Staff also gave examples of reasonable adjustments in place to support people’s communication needs, for example longer appointments.

National GP Patient Survey data showed that people being involved as much as they wanted to be in decisions about their care and treatment was slightly above the national average. People had an option of seeing a female or male GP if they were having an intimate examination.

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 people and their carers to access advocacy and community-based services. There was a chaperone policy in place. The practice kept a register of the number of carers and support offered to carers included a referral to the social prescriber team. There was a carers information page on website which listed various support groups. The practice was Veteran’s friendly, and the provider kept a register of the number of veterans they supported. People could access their care records, including test results via an electronic app.

The practice was planning a ‘Winter Wellness fayre’ on behalf of the local Primary Care Network. The event will include health promotion, education and advice for the community.

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.

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

Staff reported feeling valued by the leadership team. Leaders had implemented measures to address staff wellbeing, including providing appropriate resources and facilities to ensure safe working conditions, such as designated rest areas. Additional steps were taken to improve staffing arrangements, including increasing the number of personnel available for late shifts. Staff indicated they received support when experiencing difficulties at work. The provider also reported organising social activities for staff and participating in several charitable events.