Ainsdale Medical Centre

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• 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 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 80 (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 was very good at treating people with kindness, empathy and compassion. Staff displayed understanding and a non-judgemental attitude towards people.

Feedback from people who used the service was highly positive 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 95% of respondents felt that the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment (compared to 87% nationally) and 94% of respondents found the reception and administrative team at this GP practice helpful (compared to 83% nationally). In addition, 86% of patients (compared to 86% nationally) felt that during their last appointments the healthcare professional was very good or fairly good at treating them with care and concern.

The provider also shared feedback with us that they had received through the NHS Friends and Family Test and this showed high patient satisfaction with the service. The practice had received hundreds of responses over the 3-month period we viewed. Staff were described as ‘superb’, ‘attentive’, ‘professional’, ‘courteous’, ‘fantastic’ and ‘excellent’ and the service was described as “first class’.

A number of people who used the service also shared their experience of the service with CQC directly through the CQC website. This included positive feedback about the staff team and overall experience of the service.

We spoke with a range of staff in different roles and without exception they demonstrated a highly caring and supportive patient centred approach to their work.

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, they could use a separate, purpose-built designated area next to the reception desk.

The practice had designated members of the team to take a lead with supporting patients. For example, a digital champion to promote and support people in using the NHS App, a dementia champion (the practice was a dementia friendly practice), a cancer champion responsible for promoting cancer screening and contacting newly diagnosed patients and signposting patients to support. The practice was also an Armed Forces veteran friendly accredited practice, a gambling accredited practice and had achieved the gold award for ‘Pride in practice’. The staff team had also been involved in fundraising activity for a local hospice service.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.