Bridge Road 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.

We assessed all quality statement from this key question. At our last assessment, we rated this key question as good. The rating remains good following this assessment.

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 involved people and treated them with compassion, kindness, dignity and respect. Staff we spoke with or received feedback from demonstrated a caring and patient centred approach to their work.

Discussions with staff and observations of staff interactions indicated a caring, patient centred staff team.

Feedback from people who used the service was positive overall for being treated with kindness, empathy and compassion. The experience of people who used the service as indicated in the National GP Patient Survey showed that people felt listened to and were treated with care. For example, 90% of patients felt that during their last appointments the healthcare professional was very good or fairly good at treating them with care and concern (national average 86%) and 80% said the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment (national average 74%). Patient feedback shared directly with CQC about their experience of the staff team was positive in the majority of cases.

Staff displayed understanding and a non-judgemental attitude towards people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

There were arrangements to ensure confidentiality in the reception area. For example, if people were distressed or wanted to speak to reception staff in confidence.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences.

Patients’ individual needs and equality characteristics were understood, and services were provided to meet these. Patient communication needs were identified and met to enable them to be fully involved in their care.

Staff had been provided with training in equal opportunities and staff we spoke with told us how they ensured the individual communication needs of patients were known and accommodated.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The result of the National GP Patient Survey showed that 92% 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.

Patient feedback shared directly with CQC was also positive overall about their involvement in decisions about care and treatment.

There was a system for triage of patients requesting an urgent appointment and this ensured people with immediate needs had access to the service.

Members of the team had been provided with training in basic life support including the signs and symptoms of sepsis and warning signs and protocols were displayed in treatment rooms.

Patient feedback shared directly with CQC was mainly positive about how the service responded to their immediate needs. However, a number of patients expressed dissatisfaction about getting through to the practice by phone and the practice received lower than average scores in the National GP Patient Survey for this. The survey also showed that 95% of respondents felt their needs were met during their last general practice appointment (national average 90%).

Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs.

Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet the needs of people.

The provider made staff welfare and wellbeing a priority and staff told us they felt well supported in their roles. This included providing the necessary resources and facilities for safe working, such as regular breaks and rest areas.

Staff were positive about working at the practice. They said they felt valued and supported by colleagues and leaders both professionally and personally. Staff said that the provider listened to them, responded to their needs and considered their individual circumstances/support needs and supported flexible working when required.