Northgate 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

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

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.

Patient feedback reflected they were treated with kindness and compassion and staff communicated with them in a way that they could understand. We spoke with a member from the Patient Participation Group (PPG), and they expressed how they felt they were treated with kindness, compassion and dignity.

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. For example, providing an interpreting service, accessible information formats and personalised care planning, enabling patients to be fully involved.

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 advocacy and community-based services. For example, staff ensured that all necessary information was accessible between services, including a bereavement support pack to help ensure patients were supported and to maximise patient’s independence and outcomes from care and treatment.

National GP Patient Survey data showed that 97% of the respondents felt involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment.

The practice 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 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. We saw team building days were established within the practice. We reviewed the staff wellbeing survey and the staff satisfaction survey and both were positive about the overall team morale, supportive leadership and a collaborative working environment.

Staff turnover within the practice was low, which supported continuity of care and had a positive impact on staff wellbeing.