Fulwood Green 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

Caring – this means we looked for evidence that people were treated with kindness, compassion and dignity. We assessed all quality statements 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.

We observed that staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Results from the National GP Patient Survey indicated that 91% of patients considered that at their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern, compared to 85% nationally. Our observations indicated that staff were caring, compassionate and treated patients with dignity and respect. If needed staff would use a consultation room for private conversations with patients and families. Positive comments from patients included how kind and compassionate clinical and non-clinical staff were at the service.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s abilities, culture and unique backgrounds and protected characteristics. Results from the National GP Patient Survey indicated that 93% of patients felt the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment, compared to 87% nationally. Results showed that 81% of patients felt the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last general practice appointment, compared with 73% nationally.

People were supported to have choice and control over their own care, and to make decisions about their care, treatment and wellbeing. The result of the National GP Patient Survey showed that 91% 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. There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment. Staff helped people and their carers to access community and advocacy services.

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. Members of the team had been provided with training in basic life support including the signs and symptoms of sepsis. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff were trained to identify and signpost people requiring urgent attention. People presenting with symptoms which could indicate serious illness were followed up in a timely and appropriate way. Staff knew the process for referral to emergency support, including mental health crisis teams. The results of the GP National Patient Survey showed high levels of patient satisfaction with patients having their immediate needs met. Results indicated that 87% of patients (compared to 83% nationally) felt that they knew what the next step would be after contacting the practice.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were highly positive about working at the practice. They felt valued and supported by colleagues and leaders both professionally and personally. Leaders recognised and met the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff had the opportunity to provide feedback, raise concerns and suggest ways to improve the service of staff experience during staff meetings.