Fell Tower 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 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 patients with kindness and respect. National GP Patient Survey data showed people felt listened to and were treated with kindness. For example, 90% of respondents found the reception and administrative team at this GP practice helpful. This was above the local and national averages which were 86% and 83% respectively.
Arrangements were in place to promote patients’ privacy. For example, patients could access a more private space within the waiting room when necessary.

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.
Staff flagged patients with hearing impairments on the system to alert clinicians. They adapted their communication accordingly and used translation services or alternative formats, such as large print, to support patients in understanding information and making decisions about their care

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff made reasonable adjustments to ensure
According to data from the National GP Patient Survey, 95% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was above the local average at 92% and the national average for England at 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.
There was a system for appointment triage that ensured people with immediate needs had access to services. There was a process for referral to emergency support, including mental health crisis teams where appropriate.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. We saw evidence that leaders took part in regional initiatives that supported employers in improving the health and wellbeing of staff.

Staff told us they were valued by leaders and that there was a supportive culture within the organisation. 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.